L2 Support Engineer
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Role Overview
The L2 Support Engineer provides technical support for platform-related incidents and service requests, ensuring issues are properly assessed, troubleshot, classified, and routed to the appropriate resolver team.
The role requires strong platform troubleshooting skills, incident and ticket management experience, and preferably hands-on knowledge of APIs and system integrations.
Key Responsibilities
● Provide Level 2 (L2) technical support for platform incidents and service requests.
● Perform initial investigation and platform troubleshooting to identify the source of reported issues.
● Determine whether issues are platform-related, integration-related, or third-party/provider-related, and route or escalate tickets accordingly.
● Own and manage tickets from initial assessment through resolution or proper escalation.
● Apply appropriate ticket classification, prioritization, and support tiering based on severity and business impact.
● Troubleshoot API and integration-related issues, including connectivity, authentication, request/response errors, and system-to-system failures.
● Coordinate with internal technical teams and third-party providers to facilitate timely incident resolution.
● Maintain accurate documentation of incidents, troubleshooting activities, findings, escalations, and resolutions.
● Follow established incident management processes and agreed service levels (SLAs).
Support Coverage
The role will primarily provide off-hours support, which may include:
● Weekday coverage outside regular business hours
● Weekend and holiday coverage through shifting schedules
● Night or overnight shifts based on the assigned support roster Candidates must be comfortable working on a shifting schedule, including weekends and holidays.
Qualifications
● Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
● Experience in L2 application, platform, production, or technical support.
● Good understanding of incident management, ticketing, escalation, and support tiering.
● Ability to troubleshoot and differentiate between platform, integration, infrastructure, and third-party issues.
● Knowledge of REST APIs and system integrations is highly preferred.
● Familiarity with API troubleshooting tools, HTTP status codes, logs, and API responses is an advantage.
● Experience with ticketing or ITSM platforms such as Jira, ServiceNow, or similar tools is preferred.
● Strong analytical, troubleshooting, and problem-solving skills.
● Good communication and stakeholder coordination skills.
● Willingness to work shifting schedules, off-hours, weekends, and holidays. Preferred Technical Skills
● API and system integrations
● REST APIs / Postman
● Log analysis and monitoring
● Incident and problem management
● Ticketing / ITSM tools
● Basic SQL and database troubleshooting
● Basic cloud/platform troubleshooting
● Third-party/vendor integration support
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