L2 Support Engineer

• Key Responsibilities:

Technical & L2 Ownership

• Own and resolve complex L2 tickets in production environments.
• Perform deep troubleshooting across application, database, integrations, and configuration layers.
• Write advanced SQL queries for investigation, validation, and controlled data correction.
• Analyze logs, batch jobs, APIs, and data interfaces.
• Clearly differentiate between configuration issues, data issues, and product defects.
• Escalate to Engineering after structured triage and documented analysis.

Incident, SLA Accountability & Escalation Handling

• Take technical ownership during P1 and P2 incidents.
• Lead or actively drive troubleshooting bridges when required.
• Ensure structured investigation, action tracking, and resolution progress.
• Support adherence to SLA and MTTR targets.
• Complete RCAs within defined timelines with corrective and preventive actions.

Integration & Data Interface Support

• Troubleshoot API failures, file-based integrations, and data sync issues.
• Analyze interface logs and monitor recurring integration failures.
• Work with DevOps and Engineering for long-term stabilization.

Client Communication & CSM Engagement

• Provide clear and concise technical updates to enterprise clients.
• Translate technical findings into business impact language.
• Set realistic timelines and manage expectations.
• Support CSMs during escalations and high-visibility accounts.

Cross-Team Collaboration

• Partner closely with Engineering, Product, DevOps, and CSM teams.
• Ensure alignment before major updates or workaround implementation.
• Drive follow-ups to closure without ticket stagnation.

Preventive & Continuous Improvement

• Identify recurring patterns and recommend systemic fixes.
• Contribute to knowledge base improvements.
• Mentor L1 engineers to improve first-level troubleshooting quality.
• Suggest automation or monitoring improvements where possible.

Cloud & Platform Awareness

• Work within AWS or Azure-hosted environments.
• Interpret application and infrastructure monitoring alerts.
• Collaborate during deployment or release-related investigations.

Operational Excellence

• Maintain strong ticket documentation and hygiene.
• Identify recurring issues and suggest preventive measures.
• Contribute to knowledge base and internal documentation.
• Mentor L1 engineers on troubleshooting approaches.

Shift & Operational Discipline

• Work in rotational shifts as part of a 24x7 support model.

• Maintain consistent performance during late and high-pressure shifts.

• Ensure proper documentation before shift handovers.

• Job Location & Schedule:

• This job is an job at Logile Bhubaneswar Office.

• It is expected that the selected candidate will be available to work with some hours of overlap with US working times

• Required Skills & Experience:

• Bachelor’s degree in computer science, IT, or related field.

• 5 to 8 years in SaaS or enterprise application support.

• Strong hands-on SQL skills.

• Working knowledge of at least scripting or programming language such as Python or Java.

• Proven L2 troubleshooting experience in production systems.

• Experience handling P1 and P2 incidents.

• Experience working in rotational shifts.

• Strong written and verbal communication skills.

• Cloud exposure in AWS or Azure environments.

• Preferred Skills:

• Experience in retail, workforce management, or enterprise SaaS platforms.

• Familiarity with API troubleshooting and integration workflows.

• Exposure to monitoring tools such as Prometheus or Grafana.

• Experience using AI tools to improve support efficiency.