Senior Support Engineer (L2/L3 Operations)

Key Responsibilities

• Provide L2 and L3 technical support for incidents across data platforms, APIs, applications and analytics services.
• Perform deep root-cause analysis (RCA) of complex production issues across distributed systems and cloud environments.
• Monitor, investigate and resolve incidents related to data pipelines, APIs, dashboards and platform services.
• Collaborate with Cloud Engineers, Platform Engineers, Big Data Engineers and MLOps Engineers to restore services quickly.
• Manage incident lifecycle including triage, escalation, resolution and post-incident reporting.
• Identify recurring issues and work with engineering teams to implement permanent fixes and improvements.
• Support operational readiness, including release validation and production deployment checks.
• Maintain knowledge base articles, runbooks and operational documentation.
• Participate in on-call rotations and ensure timely res...