L2 Support Lead Engineer

What you'll do

• Provide L2 production support for customer-facing and internal business-critical applications.
• Troubleshoot and resolve complex issues across distributed systems and integrations.
• Perform root cause analysis to implement permanent fixes and prevent issue recurrence.
• Design and implement automation solutions to reduce operational toil and improve MTTR.
• Develop scripts and tools for monitoring, alerting, log analysis, and self-healing workflows.
• Support and maintain contact center platforms and integrated systems.
• Participate in on-call rotations to ensure strict SLA compliance.
• Drive continuous improvement of support processes and platform stability.

What we're looking for

• Must have 3+ years of experience in Application Support, Production Support, L2 Support, or Site Reliability Engineering roles.
• Must possess strong scripting or programming skills in Python, Java, Shell, or similar languages.
• Must have experience building or maintaining automation frameworks to reduce manual effort.
• Must have hands-on experience with monitoring and observability tools.
• Must be able to troubleshoot complex issues in high-availability environments involving REST APIs and batch jobs.
• Experience with Call Center/Contact Center technologies (Genesys Cloud, IVR, ACD) is highly desirable.
• Experience with AI-powered tools for incident triage or log summarization is a strong plus.
• Must be authorized to work in the United States without visa sponsorship.