L2 Technical Support Engineer

We are an L2 Service Assurance team that combines expertise in complex technical investigation, system stability, and data analytics. Our primary objective is to drive end-to-end incident resolution by analyzing logs, traces, and operational metrics across device firmware, backend microservices, mobile applications, and streaming protocols.

By conducting thorough root-cause investigations and evaluating system impact independently, the team minimizes dev-team involvement in routine operational issues. Leveraging in-house automation tools and operational dashboards, we provide actionable insights that support data-driven decision-making across engineering groups.

As an L2 Technical Support Engineer, you will oversee system reliability and incident resolution within our production environment. This position involves performing deep-dive troubleshooting for complex, multi-layered technical issues rather than simply processing support tickets.

You will analyze logs (utilizing SQL, Splunk, and AWS utilities), trace root causes across hardware (IoT) and cloud infrastructures, and collaborate with product development teams to ensure permanent resolutions. This role requires strong analytical skills, structured troubleshooting capabilities, and a data-driven approach to technical investigations.

• →Research, diagnose, and resolve complex production issues across IoT device firmware, microservices, and mobile endpoints.
• →Conduct comprehensive log investigations using SQL, Splunk, and AWS platforms (e.g., Athena) to identify operational anomalies.
• →Monitor daily performance metrics and overall health across production cloud services and connected devices.
• →Manage L2 requests and incidents from initial detection through escalation to full resolution, engaging development teams when code changes are required.
• →Formulate data-backed recommendations for system performance enhancements, bug fixes, and operational process automation.
• →Ensure proper incident logging, generate qualitative and quantitative analytical reports, and update knowledge base documentation.

• 3+ years of hands-on commercial experience in L2 Technical Support or Technical Operations, supporting complex distributed systems, IoT platforms, or cloud architectures.
• Demonstrated capability in independently conducting root-cause investigations and resolving high-severity production incidents.
• Hands-on proficiency with log analysis and diagnostic platforms (Splunk, SQL, or equivalent data-querying tools).
• Understanding of computer architecture, network protocols, IoT device structures, and Linux environments (command-line operations).
• Practical experience using task management frameworks (Jira) alongside cross-functional teams (Engineering, DevOps, QA).
• Strong analytical reasoning and structured problem-solving skills.
• At least an Upper-Intermediate level in both written and spoken English (B2).

• Foundation in Computer Science principles (data structures, basic algorithms).
• Exposure to AWS infrastructure services (S3, Athena, CloudWatch) and data visualization tools (Tableau).
• Basic scripting capabilities in Python or Bash for log parsing and workflow automation.
• Experience utilizing AI-assisted tools to optimize diagnostic efficiency and workflow throughput.