Senior L2 Support Engineer - Incident & RCA Expert

Quantum Technologies. LLC; Plano (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Quantum Technologies LLC is seeking an L2 Support Engineer with 5+ years of production support experience for enterprise applications. The role focuses on incident resolution, root-cause analysis, service stability, and operational excellence across Unix/Linux environments and databases.

You will analyze Java applications, monitor logs, handle tickets in ITSM tools, and collaborate with multiple teams to drive permanent fixes.

Qualifications

• 5+ years in L2/production support for critical applications.
• Strong Unix/Linux command-line and shell scripting (bash/ksh).
• Advanced SQL troubleshooting across Oracle/SQL Server/PostgreSQL/MySQL.
• Experience with ticketing/ITSM tools (ServiceNow/Jira) and ITIL workflows.
• Familiarity with monitoring/log tools (Grafana/Splunk/ELK/AppDynamics).
• Excellent communication and incident bridge skills.

Responsibilities

• Monitor applications and proactively detect production issues via alerts, logs, and dashboards.
• Perform L2 triage for incidents, including impact analysis, workaround, and restoration within SLA.
• Troubleshoot Unix/Linux runtime issues: process, memory, CPU, file systems, permissions, cron/jobs, shell scripts.
• Analyze Java stack traces, GC/log patterns, and service behavior to isolate defects and escalation with clear evidence.
• Support release validations, post-deployment checks, and rollback coordination where required.
• Own problem records and drive RCA with corrective/preventive actions.
• Collaborate with L1, L3/dev, infra, DBAs, and middleware teams for permanent fixes.
• Maintain runbooks, SOPs, knowledge articles, and incident timelines.

Skills

L2 support

Unix/Linux

Databases

Java apps

ITSM tools

Monitoring tools

Communication

Job description

Quantum Technologies LLC is seeking an L2 Support Engineer with 5+ years of production support experience for enterprise applications. The role focuses on incident resolution, root-cause analysis, service stability, and operational excellence across Unix/Linux environments and databases.

You will analyze Java applications, monitor logs, handle tickets in ITSM tools, and collaborate with multiple teams to drive permanent fixes.