Job Description
Role Summary:
We are looking for a highly skilled and analytical Software Engineer (Level 2 Support) to join our engineering support team. This role involves troubleshooting complex technical issues , identifying root causes, and collaborating with engineering, product, and customer support teams to ensure system reliability and customer satisfaction.
Key Responsibilities:
- Own and resolve high-priority technical escalations that go beyond L1 capabilities.
- Perform deep-dive root cause analysis (RCA) of production incidents and system anomalies
- Collaborate with DevOps, QA, and development teams to roll out hotfixes, patches.
- Analyze logs, databases, APIs, and distributed systems to identify bottlenecks or failures
- Document workarounds, fixes, and technical FAQs for the knowledge base
- Participate in inc...