Position Summary
We are seeking a detail-oriented L2 Technical Support Engineer to bridge the gap between Tier 1 support and Tier 3/Development teams. The ideal candidate will receive escalated tickets, investigate application and infrastructure issues across the full stack (frontend, backend, database, network, and containers), document findings clearly, and either resolve the issue or escalate it with complete, actionable diagnostic information.
Key Responsibilities
Ticket Management & Documentation
- Receive and triage tickets escalated from Tier 1 support via Jira.
- Understand the reported problem, reproduce it where possible, and document the investigation steps and resolution clearly for future reference.
System & Container Administration
- Navigate Linux servers confidently: directory structures, file/process inspection, and permissions.
- Use core Linux utilities such as grep, tail, less, df, and top to diagnose system health and locate relevant data.
- Check Docker container status, inspect logs, restart containers/services, and execute commands inside running containers.
- Apply Docker commands including docker ps, docker logs, docker inspect, docker exec, docker restart, and docker stats to monitor and manage containerized services.
Application Architecture & Troubleshooting
- Maintain a solid understanding of web architecture (Browser → Web Server/Proxy → Backend → Database) to isolate where an issue originates.
- Use browser DevTools (Network and Console tabs) to identify frontend and API-level problems.
- Understand HTTP/HTTPS fundamentals, including request/response cycles, methods (GET/POST/PUT/DELETE), and common status codes.
- Test and validate REST API endpoints, interpret JSON requests/responses, and identify failed API calls.
- Use curl to test backend/API connectivity directly from servers.
- Demonstrate a basic understanding of Nginx/Apache as a reverse proxy, including how to inspect relevant logs and configuration files.
Networking & Database Support
- Apply core networking knowledge: DNS resolution, IP addressing, ports, connectivity checks, and SSL/TLS basics.
- Write and run basic SQL queries to verify application data when required for troubleshooting.
Log Analysis & Root Cause Investigation
- Search application logs to identify errors, exceptions, and failed requests.
- Determine whether a reported issue originates from the Frontend, Backend, Database, Network, or Infrastructure layer.
Operations & Escalation
- Restart approved services/containers as part of remediation and verify that the application has fully recovered post-action.
- Escalate unresolved issues to Tier 3/Development teams with complete supporting evidence: logs, error messages, timestamps, relevant API requests, and clear reproduction steps.
Required Skills & Knowledge
Jira-Ticket handling and documentation
Linux-Command-line navigation, file/process inspection
Docker-Container lifecycle management and troubleshooting
Web Architecture-Multi-tier application flow understanding
Browser DevTools- Network/Console-based debugging
HTTP/HTTPS & REST APIs- Request/response and status code interpretation
curl- Direct server-side connectivity testing
Nginx/Apache- Reverse proxy basics, log/config review
Networking- DNS, IP, ports, SSL/TLS
Database (SQL)- Basic query writing for data verification
Log Analysis- Error/exception identification
Troubleshooting- Cross-layer root cause isolation
Escalation-Structured, evidence-backed handoffs
Ideal Candidate Profile
- 1–6 years of experience in an L1/L2/Tier 2 technical support, application support, or DevOps support role.
- Comfortable working independently under time pressure during production issues.
- Strong written communication skills for ticket documentation and escalation notes.
- Prior exposure to monitoring tools, CI/CD pipelines, or cloud infrastructure is a plus.
Position Summary
We are seeking a detail-oriented L2 Technical Support Engineer to bridge the gap between Tier 1 support and Tier 3/Development teams. The ideal candidate will receive escalated tickets, investigate application and infrastructure issues across the full stack (frontend, backend, database, network, and containers), document findings clearly, and either resolve the issue or escalate it with complete, actionable diagnostic information.
Key Responsibilities
Ideal Candidate Profile
- 1–3 years of experience in an L2/Tier 2 technical support, application support, or DevOps support role.
- Comfortable working independently under time pressure during production issues.
- Strong written communication skills for ticket documentation and escalation notes.
- Prior exposure to monitoring tools, CI/CD pipelines, or cloud infrastructure is a plus.
What Success Looks Like
A successful hire in this role reduces mean-time-to-resolution (MTTR) by accurately diagnosing issues before escalation, minimizes unnecessary Tier 3 handoffs through thorough Tier 2 investigation, and maintains high-quality documentation that improves the team's collective troubleshooting knowledge base. Position Summary
We are seeking a detail-oriented L2 Technical Support Engineer to bridge the gap between Tier 1 support and Tier 3/Development teams. The ideal candidate will receive escalated tickets, investigate application and infrastructure issues across the full stack (frontend, backend, database, network, and containers), document findings clearly, and either resolve the issue or escalate it with complete, actionable diagnostic information.
Key Responsibilities
Ticket Management & Documentation
- Receive and triage tickets escalated from Tier 1 support via Jira.
- Understand the reported problem, reproduce it where possible, and document the investigation steps and resolution clearly for future reference.
System & Container Administration
- Navigate Linux servers confidently: directory structures, file/process inspection, and permissions.
- Use core Linux utilities such as grep, tail, less, df, and top to diagnose system health and locate relevant data.
- Check Docker container status, inspect logs, restart containers/services, and execute commands inside running containers.
- Apply Docker commands including docker ps, docker logs, docker inspect, docker exec, docker restart, and docker stats to monitor and manage containerized services.
Application Architecture & Troubleshooting
- Maintain a solid understanding of web architecture (Browser → Web Server/Proxy → Backend → Database) to isolate where an issue originates.
- Use browser DevTools (Network and Console tabs) to identify frontend and API-level problems.
- Understand HTTP/HTTPS fundamentals, including request/response cycles, methods (GET/POST/PUT/DELETE), and common status codes.
- Test and validate REST API endpoints, interpret JSON requests/responses, and identify failed API calls.
- Use curl to test backend/API connectivity directly from servers.
- Demonstrate a basic understanding of Nginx/Apache as a reverse proxy, including how to inspect relevant logs and configuration files.
Networking & Database Support
- Apply core networking knowledge: DNS resolution, IP addressing, ports, connectivity checks, and SSL/TLS basics.
- Write and run basic SQL queries to verify application data when required for troubleshooting.
Log Analysis & Root Cause Investigation
- Search application logs to identify errors, exceptions, and failed requests.
- Determine whether a reported issue originates from the Frontend, Backend, Database, Network, or Infrastructure layer.
Operations & Escalation
- Restart approved services/containers as part of remediation and verify that the application has fully recovered post-action.
- Escalate unresolved issues to Tier 3/Development teams with complete supporting evidence: logs, error messages, timestamps, relevant API requests, and clear reproduction steps.
Required Skills & Knowledge
Jira-Ticket handling and documentation
Linux-Command-line navigation, file/process inspection
Docker-Container lifecycle management and troubleshooting
Web Architecture- Multi-tier application flow understanding
Browser DevTools- Network/Console-based debugging
HTTP/HTTPS & REST APIs- Request/response and status code interpretation
curl- Direct server-side connectivity testing
Nginx/Apache- Reverse proxy basics, log/config review
Networking- DNS, IP, ports, SSL/TLS
Database (SQL)- Basic query writing for data verification
Log Analysis- Error/exception identification
Troubleshooting- Cross-layer root cause isolation
Escalation- Structured, evidence-backed handoffs
Ideal Candidate Profile
- 1–6 years of experience in an L1/L2/Tier 2 technical support, application support, or DevOps support role.
- Comfortable working independently under time pressure during production issues.
- Strong written communication skills for ticket documentation and escalation notes.
- Prior exposure to monitoring tools, CI/CD pipelines, or cloud infrastructure is a plus.
What Success Looks Like
A successful hire in this role reduces mean-time-to-resolution (MTTR) by accurately diagnosing issues before escalation, minimizes unnecessary Tier 3 handoffs through thorough Tier 2 investigation, and maintains high-quality documentation that improves the team's collective troubleshooting knowledge base.
Pay: ₹400,000.00 - ₹1,200,000.00 per year
Benefits:
- Flexible schedule
- Health insurance
- Leave encashment
- Paid sick time
- Provident Fund
Work Location: In person
