About the Role
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 incident manageme...
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