L2 Support Engineer (Automation)
Core
Provide advanced production support and drive automation initiatives for large-scale customer-facing and internal business-critical applications.
Role type
L2 Support Engineer (Automation)
Builds
Help solutions, teammate tools, customer service quality platforms, and issue management systems for critical site incidents.
Domain
Ecommerce / Customer Support Technology
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Java, Python, Shell scripting, root cause analysis, distributed systems troubleshooting, API integration, monitoring, observability, SQL/NoSQL
Preferred skills
Genesys Cloud, IVR systems, ACD routing, AI-powered tools, intelligent automation, CI/CD, DevOps practices
Technologies
Java, Python, Shell, Genesys Cloud, AWS, GCP, Azure
Responsibilities
Provide L2 production support for customer-facing and internal business-critical applications; Troubleshoot, analyze, and resolve complex issues across distributed systems and integrations; Perform root cause analysis (RCA) and implement permanent fixes; Design and implement automation solutions to reduce operational toil; Develop scripts/tools for monitoring, alerting, log analysis, and self-healing workflows; Support and maintain contact center platforms and integrations
Seniority
Mid-level, hands-on IC
