Level 2 Support Engineer

Job Summary

The Level 2 Support Engineer at Sitech is responsible for handling technical issues escalated from Level 1 support, performing detailed troubleshooting, and collaborating with various teams to resolve problems and ensure customer satisfaction.

Responsibilities

• Resolve complex application or system problems escalated from Level 1 support.
• Recreate issues in test or staging environments for analysis.
• Examine error messages, logs, and system performance data.
• Escalate unresolved bugs to Level 3 or development teams with full diagnostic details.
• Communicate with end-users or clients to clarify issues and provide updates.
• Offer temporary solutions or workarounds until permanent fixes are implemented.
• Monitor systems for anomalies using tools such as Grafana and Kibana.
• Manage support tickets through platforms like Jira, Zendesk, Freshdesk, Zoho, or ServiceNow.

Must haves

• Bachelor’s degree in Computer Science, IT, or a related field.
• 2 to 4 years of experience in application or technical support.
• Proficiency in SQL, API debugging, and scripting.
• Strong knowledge of SDLC and version control tools like Git.
• Familiarity with web technologies including HTML, JavaScript, and REST.
• Excellent communication, problem-solving, and analytical abilities.

Nice to haves

• Experience with Oracle Cloud Infrastructure (OCI) or AWS.
• Knowledge of Python programming.
• Exposure to CI/CD pipelines, Docker, Kubernetes, and observability tools.

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