Lead Support Engineer - Automation
Core
Provide advanced L2 support and drive automation for customer-facing and internal business-critical distributed systems, integrations, and contact center technologies.
Role type
L2 Lead Support Engineer (Automation)
Builds
Automation frameworks, monitoring tools, alerting systems, and self-healing workflows for high-availability platforms.
Domain
Ecommerce, Distributed Systems, Contact Center Technologies
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Python, Java, Shell scripting, REST APIs, batch processing, monitoring/observability tools, root cause analysis, incident management, contact center platform support
Preferred skills
Genesys Cloud, IVR systems, ACD routing, workforce management integrations, AWS/GCP/Azure, CI/CD, DevOps methodologies, performance analysis
Technologies
Python, Java, Shell, REST APIs, Genesys Cloud, AWS, GCP, Azure
Responsibilities
Provide advanced L2 support for customer-facing and internal business-critical applications; Investigate, troubleshoot, and resolve complex issues across distributed systems and integrations; Conduct root cause analysis and implement permanent corrective actions; Design and deliver automation solutions to reduce manual effort and improve MTTR; Develop and maintain tools, scripts, and workflows for monitoring, alerting, and self-healing; Support and enhance contact center platforms and integrations including call routing and IVR.
Seniority
Senior, hands-on IC
