LogIQ Labs Pvt.Ltd.

An L2 Technical Support Engineer with Python knowledge is responsible for handling escalated, more complex technical issues that the Level 1 (L1) support team cannot resolve. Your primary goal is to perform deep-dive analysis, troubleshooting, and problem resolution to minimize customer downtime and ensure system stability.

Python is a key skill, used for scripting, automation, debugging, and data analysis in this role.

Key Responsibilities

• Advanced Troubleshooting & Incident Management:
• Serve as the escalation point for complex technical issues (often involving software bugs, system integrations, backend services, and APIs) that L1 support cannot resolve.
• Diagnose, analyze, and resolve problems, often requiring in-depth log analysis, code review, and database querying.
• Own the technical resolution of incidents end-to-end, adhering strictly to established Service Level Agreements (SLAs).
• Participate in on-call rotation for critical (P1) incident support outside of regular business hours.
• Python-Specific Tasks:
• Develop and maintain Python scripts for automation of repetitive support tasks, system health checks, and data manipulation.
• Use Python for debugging and troubleshooting by analyzing application code, API responses, or data pipeline issues.
• Write ad-hoc scripts to extract, analyze, or modify data in databases for diagnostic or resolution purposes.
• Potentially apply basic-to-intermediate code fixes in Python applications in collaboration with development teams.
• Collaboration and Escalation:
• Collaborate closely with L3 Support, Software Engineers, DevOps, and Product Teams to report bugs, propose permanent fixes, and provide comprehensive investigation details.
• Escalate issues that require significant product changes or deeper engineering expertise to the L3 team, providing clear, detailed documentation of all steps taken.
• Documentation and Process Improvement:
• Conduct Root Cause Analysis (RCA) for major incidents, documenting the cause, resolution, and preventative actions.
• Create and maintain a Knowledge Base (KB), runbooks, and Standard Operating Procedures (SOPs) for recurring issues to empower L1 and enable customer self-service.
• Proactively identify technical deficiencies in processes and systems and recommend improvements to enhance service quality.
• Customer Communication:
• Maintain professional, clear, and timely communication with customers, explaining complex technical issues and resolutions in an understandable manner.
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Required Technical Skills

• Programming/Scripting:
• Strong proficiency in Python (for scripting, automation, debugging, and data manipulation).
• Experience with other scripting languages like Bash or Shell
• Databases:
• Proficiency in SQL for complex querying, debugging data flow issues, and data extraction.
• Application/Web Technologies:
• Understanding of API concepts (RESTful/SOAP) and experience troubleshooting them using tools like Postman or curl.
• Knowledge of application architectures (e.g., microservices, SOA) is a plus.
• Monitoring & Tools:
• Experience with support ticketing systems (e.g., JIRA, ServiceNow).
• Familiarity with log aggregation and monitoring tools (Kibana, Splunk, ELK Stack, Grafana)

An L2 Technical Support Engineer with Python knowledge is responsible for handling escalated, more complex technical issues that the Level 1 (L1) support team cannot resolve. Your primary goal is to perform deep-dive analysis, troubleshooting, and problem resolution to minimize customer downtime and ensure system stability.

Python is a key skill, used for scripting, automation, debugging, and data analysis in this role.

Key Responsibilities

• Advanced Troubleshooting & Incident Management:
• Serve as the escalation point for complex technical issues (often involving software bugs, system integrations, backend services, and APIs) that L1 support cannot resolve.
• Diagnose, analyze, and resolve problems, often requiring in-depth log analysis, code review, and database querying.
• Own the technical resolution of incidents end-to-end, adhering strictly to established Service Level Agreements (SLAs).
• Participate in on-call rotation for critical (P1) incident support outside of regular business hours.
• Python-Specific Tasks:
• Develop and maintain Python scripts for automation of repetitive support tasks, system health checks, and data manipulation.
• Use Python for debugging and troubleshooting by analyzing application code, API responses, or data pipeline issues.
• Write ad-hoc scripts to extract, analyze, or modify data in databases for diagnostic or resolution purposes.
• Potentially apply basic-to-intermediate code fixes in Python applications in collaboration with development teams.
• Collaboration and Escalation:
• Collaborate closely with L3 Support, Software Engineers, DevOps, and Product Teams to report bugs, propose permanent fixes, and provide comprehensive investigation details.
• Escalate issues that require significant product changes or deeper engineering expertise to the L3 team, providing clear, detailed documentation of all steps taken.
• Documentation and Process Improvement:
• Conduct Root Cause Analysis (RCA) for major incidents, documenting the cause, resolution, and preventative actions.
• Create and maintain a Knowledge Base (KB), runbooks, and Standard Operating Procedures (SOPs) for recurring issues to empower L1 and enable customer self-service.
• Proactively identify technical deficiencies in processes and systems and recommend improvements to enhance service quality.
• Customer Communication:
• Maintain professional, clear, and timely communication with customers, explaining complex technical issues and resolutions in an understandable manner.
• 
  

Required Technical Skills

• Programming/Scripting:
• Strong proficiency in Python (for scripting, automation, debugging, and data manipulation).
• Experience with other scripting languages like Bash or Shell
• Databases:
• Proficiency in SQL for complex querying, debugging data flow issues, and data extraction.
• Application/Web Technologies:
• Understanding of API concepts (RESTful/SOAP) and experience troubleshooting them using tools like Postman or curl.
• Knowledge of application architectures (e.g., microservices, SOA) is a plus.
• Monitoring & Tools:
• Experience with support ticketing systems (e.g., JIRA, ServiceNow).
• Familiarity with log aggregation and monitoring tools (Kibana, Splunk, ELK Stack, Grafana)

Partnership Strategy & Development

• Identify, evaluate, and prioritize potential strategic partners aligned with business objectives
• Develop comprehensive partnership strategies and go-to-market plans
• Lead negotiation of partnership agreements, contracts, and terms
• Create business cases and ROI models for partnership investments
• Define partnership objectives, KPIs, and success metrics
• Conduct market research to identify partnership opportunities and industry trends

Relationship Management

• Build and maintain strong relationships with C-level executives and key stakeholders at partner organizations
• Serve as the primary point of contact for strategic partners
• Conduct regular business reviews and performance assessments with partners
• Resolve conflicts and address partnership challenges proactively
• Foster collaboration across partner ecosystems
• Organize partner summits, workshops, and engagement events

Business Growth & Execution

• Drive revenue growth through partner channels and joint initiatives
• Develop co-selling and co-marketing strategies with partners
• Collaborate with sales teams to enable partner-led opportunities
• Create joint value propositions and solution offerings
• Monitor pipeline development and deal progression through partner channels
• Identify cross-sell and upsell opportunities within the partner ecosystem

Program Management

• Design and implement partner onboarding and enablement programs
• Develop partner training materials, playbooks, and resources
• Establish partner tiers, benefits, and incentive structures
• Create and manage partner portals and collaboration platforms
• Track and report on partnership performance metrics and KPIs
• Ensure compliance with partnership agreements and SLAs

Cross-Functional Collaboration

• Work closely with Product, Marketing, Sales, and Legal teams to align partnership initiatives
• Coordinate with marketing on co-branded campaigns and joint events
• Collaborate with product teams on integration roadmaps and technical requirements
• Partner with legal to structure agreements and manage contract terms
• Engage finance teams on revenue forecasting and deal structuring
• Provide partner insights to inform product and business strategy

Technical Skills

• Pega Expertise: Strong hands-on experience with Pega PRPC 7.x/8.x platform
• Core Pega Concepts: Deep understanding of Case Management, Case Life Cycle, Data Management, Integration, and Reporting
• UI Development: Proficiency in creating responsive UI using sections, dynamic layouts, and repeating layouts
• Integration: Experience with SOAP/REST web services, connectors, and service packages
• Development Tools: Familiarity with Pega Designer Studio, Dev Studio, and App Studio
• Decisioning: Knowledge of decision rules, decision tables, and decision trees
• Database: Understanding of SQL and database concepts
• Design, develop, and deploy Pega applications using Pega PRPC platform (versions 7.x/8.x)
• Create and configure case types, data types, UI components, flows, activities, and integrations
• Develop reusable components and maintain the application framework
• Implement business logic using decision rules, declare expressions, and data transforms
• Build responsive UI using sections, harnesses, and flow actions

Technical Design

• Analyze business requirements and translate them into technical specifications
• Design class structure following Pega best practices and guardrails
• Create technical design documents and solution architecture diagrams
• Implement integration patterns using SOAP, REST, MQ, and file-based integrations
• Design and optimize database schemas and data models

Quality & Performance

• Conduct unit testing and support integration, system, and UAT testing phases
• Perform code reviews and ensure adherence to Pega guardrails and best practices
• Optimize application performance through proper rule resolution and efficient query design
• Debug and resolve defects during all phases of the software development lifecycle
• Ensure application security and data integrity

Functional Testing & Validation

• Web Application Testing: Design, document, and execute comprehensive functional test plans and test cases for complex, highly interactive web applications, ensuring they meet specified requirements and provide an excellent user experience.
• Backend API Testing: Possess deep expertise in validating backend RESTful and/or SOAP APIs. This includes testing request/response payloads, status codes, data integrity, security, and robust error handling mechanisms.
• Data Validation with SQL: Write and execute complex SQL queries (joins, aggregations, conditional logic) to perform backend data checks, verify application states, and ensure data integrity across integration points.
• I Automation (Playwright & TypeScript):
• Design, develop, and maintain robust, scalable, and reusable UI automation scripts using Playwright and TypeScript.
• Integrate automation suites into Continuous Integration/Continuous Deployment (CI/CD) pipelines.
• Implement advanced automation patterns and frameworks (e.g., Page Object Model) to enhance maintainability.
• Prompt-Based Automation: Demonstrate familiarity or hands-on experience with emerging AI-driven or prompt-based automation approaches and tools to accelerate test case generation and execution.
• API Automation: Develop and maintain automated test suites for APIs to ensure reliability and performance.

3. Performance & Load Testing

• JMeter Proficiency: Utilize Apache JMeter to design, script, and execute robust API load testing and stress testing scenarios.
• Analyse performance metrics, identify bottlenecks (e.g., response time, throughput), and provide actionable reports to development teams.

🛠️ Required Skills and Qualifications

• Experience: 4+ years of professional experience in Quality Assurance and Software Testing, with a strong focus on automation.
• Automation Stack: Expert-level proficiency in developing and maintaining automation scripts using Playwright and TypeScript.
• Testing Tools: Proven experience with API testing tools (e.g., Postman, Swagger) and strong functional testing methodologies.
• Database Skills: Highly proficient in writing and executing complex SQL queries for data validation and backend verification.
• Performance: Hands-on experience with Apache JMeter for API performance and load testing.
• Communication: Excellent communication and collaboration skills to work effectively with cross-functional teams (Developers, Product Managers).
• Problem-Solving: Strong analytical and debugging skills to efficiently isolate and report defects.

1. Roadmap & Strategy (The "Why")

• Own the product roadmap for the Data Platform, prioritizing features like real-time ingestion, data quality frameworks, and self-service analytics.
• Translate high-level business questions (e.g., "We need to track customer churn in real-time") into technical requirements for ETL pipelines.
• Define Service Level Agreements (SLAs) for data freshness, availability, and quality.

2. Technical Execution (The "What")

• Write detailed Technical Product Requirements (PRDs) that specify source-to-target mappings, transformation logic, and API integration requirements.
• Collaborate with Data Engineers to decide on architecture trade-offs (e.g., Batch vs. Streaming, Build vs. Buy).
• Champion the adoption of Data Observability tools to detect pipeline failures before business users do.

3. Data Governance & Quality

• Define and enforce data modeling standards (Star Schema, Snowflake Schema).
• Ensure compliance with privacy regulations (GDPR/CCPA/DPDP) regarding how data is ingested, stored, and masked.
• Manage the "Data Dictionary" to ensure all stakeholders understand what specific metrics actually mean.

4. Stakeholder Management

• Act as the primary liaison between Data Producers (Software Engineers sending data) and Data Consumers (BI Analysts, Data Scientists).
• Manage dependencies: If the backend team changes a database column, ensure your ETL roadmap accounts for it.

🎓 What We Are Looking For

Technical "Must-Haves":

• SQL Mastery: You can write complex queries to explore data, validate transformations, and debug issues. You don't wait for an analyst to pull data for you.
• ETL Knowledge: Deep understanding of data integration concepts: Change Data Capture (CDC), Batching, Streaming, Upserts, and Idempotency.
• Data Modeling: You understand Dimensional Modeling, Data Lakes vs. Data Warehouses, and normalization/denormalization.
• API Fluency: You understand how to pull data from 3rd party REST/GraphQL APIs and handle rate limits/pagination.

Product Skills:

• Experience writing technical specs for backend/data teams.
• Ability to prioritize technical debt vs. new features.
• Strong communication skills to explain "Data Latency" to non-technical executives.

Preferred Tech Stack Exposure:

• Orchestration: Airflow, Dagster, or Prefect.
• Warehousing: Snowflake, BigQuery, or Redshift.
• Transformation: dbt (data build tool).
• Streaming: Kafka or Kinesis.

Role Summary

We are seeking a proactive and technically skilled Python Application Support Engineer to join our Technical Operations team. This role is crucial for ensuring the stability and reliability of our mission-critical, Python-based applications. You will be responsible for timely incident resolution, deep-dive troubleshooting, implementing permanent fixes, and driving operational efficiency through automation.

🔑 Key Responsibilities

Technical Troubleshooting & Incident Management

• Incident Resolution: Serve as the primary point of contact for complex Level 2 and Level 3 production incidents, diagnosing root causes and resolving issues across our Python application stack.
• Deep-Dive Analysis: Utilize log analysis tools (e.g., Splunk, ELK Stack) and monitoring platforms (e.g., Prometheus, Grafana) to quickly identify and address anomalies in application behavior.
• Code Debugging: Analyze, debug, and fix application issues directly within the Python codebase, including Flask/Django services, worker queues, and custom scripts.
• Database Health: Troubleshoot performance issues and conduct basic SQL/NoSQL query tuning and health checks (e.g., for PostgreSQL, MongoDB, or Redis).

Operational Excellence & Automation

• Monitoring & Alerting: Continuously refine and optimize application monitoring, alerting, and logging configurations to improve mean time to detect (MTTD) and mean time to resolve (MTTR).
• Python Automation: Develop, maintain, and enhance automated scripts (primarily in Python) to streamline routine operational tasks, reporting, health checks, and system recovery processes.
• Documentation: Create and maintain comprehensive documentation, runbooks, and knowledge base articles for application support procedures and recurring issues.

Collaboration & Prevention

• Cross-Functional Fixes: Collaborate closely with the Development and DevOps teams to provide clear technical feedback on recurring issues and implement permanent, scalable solutions.
• Proactive Maintenance: Identify potential system bottlenecks, performance degradation points, and areas prone to failure, recommending and implementing preventative measures.

⚙️ Required Qualifications

• Experience: 3 to 5 years of professional experience in Application Support, Production Support, Site Reliability Engineering (SRE), or a similar technical role.
• Python Expertise (Mandatory): Strong hands-on experience with Python scripting and programming, including the ability to read, debug, and modify application code.
• Operating Systems: Proficient working knowledge of Linux/Unix environments and shell scripting.
• Databases: Solid experience with relational (e.g., PostgreSQL, MySQL) and/or NoSQL (e.g., MongoDB, Redis) databases, focusing on query analysis and performance.
• 
  

Key Responsibilities

1. Team Leadership & Mentoring (30%)

• Mentorship: Lead, mentor, and coach a team of [X] Customer Success Associates. Conduct weekly 1:1s to review pipeline, blockers, and personal development.
• Escalation Management: Act as the primary point of escalation for critical client issues that your team cannot resolve independently.
• Performance Tracking: Monitor team KPIs (Time-to-Value, NPS, Response Time) and provide constructive feedback to ensure targets are met.

2. Strategic Reporting & Analytics (30%)

• Executive Reporting: Own the generation of weekly and monthly CS reports for the leadership team. This includes tracking Churn Rate, Net Revenue Retention (NRR), and Customer Health Scores.
• Forecasting: Analyze usage data to predict potential churn risks and identify upsell opportunities for the upcoming quarter.
• QBR Preparation: Standardize the template and data requirements for Quarterly Business Reviews (QBRs) across the team to ensure consistency.
• Data Integrity: Maintain hygiene in our CRM/CS Platform, ensuring all client interactions and health metrics are logged accurately.

3. Client Management (40%)

• Portfolio Management: Directly manage a portfolio of our High-Value/Enterprise clients, ensuring they achieve their desired business outcomes.
• Lifecycle Management: Oversee the end-to-end client journey for your accounts—from onboarding and training to renewal and expansion.
• Advocacy: Act as the Voice of the Customer (VoC) internally, collaborating with Product and Sales teams to prioritize features that reduce churn.

🎓 What We Are Looking For

• Experience: 5+ years in B2B SaaS Customer Success or Account Management, with at least 1 year of experience mentoring or leading a team.
• Data Proficiency: You love Excel/Google Sheets. You are comfortable using Pivot Tables and Lookups to crunch numbers and derive insights. (Experience with Tableau/PowerBI is a strong plus).
• Storytelling with Data: You don't just send a spreadsheet; you can look at the numbers and explain why a customer is at risk or where the expansion opportunity lies.
• Communication: Executive-level presence. You can command a room during a QBR and handle difficult conversations with unhappy clients.

Market & Customer Intelligence

• Market Analysis: Conduct continuous research on the competitive landscape, market trends, and industry developments to identify opportunities and challenges.
• Customer Insights: Deeply understand target personas, their pain points, and how they use the product. Gather and synthesize qualitative and quantitative feedback from customers, sales, and support teams.
• Pricing Strategy: Collaborate with Product and Finance teams on pricing and packaging strategies based on market value and competitive analysis.

2. Positioning & Messaging

• Develop clear, differentiated, and compelling product positioning and messaging that resonates with target audiences and highlights unique value propositions.
• Create and maintain core messaging documentation (e.g., messaging matrices, key benefits, and use cases) for all product lines.

3. Product Launch & GTM Strategy

• Lead the planning and execution of comprehensive Go-to-Market strategies for new features and major product releases.
• Coordinate across departments (Sales, PR, Demand Generation) to ensure all teams are aligned on the launch plan, target audience, and messaging.
• Define the ideal customer journey and map marketing tactics to drive adoption and usage.

4. Sales Enablement & Content

• Create essential sales enablement tools and materials, including pitch decks, battle cards, competitive analysis guides, and demo scripts, to equip the Sales team for success.
• Develop customer-facing marketing content, such as website copy, landing pages, case studies, product videos, webinars, and technical blog posts, aligned with the messaging and SEO strategy.
• Train Sales, Support, and Marketing teams on new product features, value propositions, and successful objection handling.

5. Performance Monitoring

• Measure and analyze the effectiveness of marketing programs and product launches (e.g., adoption rates, conversion rates, and revenue impact).
• Use data to iterate on messaging, targeting, and GTM strategy for continuous improvement.

Required Qualifications

• Experience: 3-5 years of experience in Product Marketing, preferably for a SaaS, software, or technology company.
• GTM Expertise: Proven experience defining and executing successful Go-to-Market strategies and product launches.
• Content & Storytelling: Exceptional writing, communication, and presentation skills with a demonstrated ability to translate complex technical concepts into clear, engaging marketing stories.
• Technical Familiarity: Comfort with technology and the ability to work closely with Product Management and Engineering teams.
• Tools: Familiarity with CRM (e.g., Salesforce), Marketing Automation (e.g., HubSpot, Marketo), and Web Analytics tools (e.g., Google Analytics).
• Education: Bachelor’s degree in Marketing, Communications, Business, or a related field.

Agile & Scrum Leadership (60%)

• Act as Scrum Master: Lead and facilitate all Scrum ceremonies, including Sprint Planning, Daily Stand-ups, Sprint Reviews, and Sprint Retrospectives.
• Backlog Management: Partner closely with Product Managers and stakeholders to groom and prioritize the product backlog, ensuring stories are well-defined and "ready for development."
• Impediment Removal: Proactively identify, track, and remove blockers or impediments that hinder the development team's progress.
• Agile Coaching: Champion Agile and Scrum best practices, mentoring the team on continuous improvement and self-organization.
• Metrics & Reporting: Track and communicate key Agile metrics (e.g., velocity, burn-down/burn-up charts, cycle time) to provide transparency on project progress and team health.

Technical Project Management (40%)

• Project Planning & Execution: Develop comprehensive project plans, defining scope, goals, timelines, and resource requirements.
• Technical Liaison: Serve as the bridge between the development team, product management, and other business stakeholders, translating technical concepts into clear, understandable terms.
• Risk & Dependency Management: Identify, assess, and mitigate technical risks and cross-team dependencies. Work with engineering leads and architects to ensure solution integrity.
• Stakeholder Communication: Maintain clear and consistent communication with all stakeholders, providing regular status updates and managing expectations.
• Resource Management: Coordinate internal resources and third parties/vendors for the flawless execution of projects.