Sr Support Engineer L-2

ROLE:  

Address technical issues relating to software implementation, function, and upgrades. Resolve customer complaints or problems and create product problem reports and troubleshoot documents for each issue. Work closely with application support and development teams to identify and resolve any technical problems that might arise during the development of software. Work with Implementation teams and Account managers to recommend solutions to new customer implementations and workflows.  

ESSENTIAL DUTIES and RESPONSIBILITIES: 

• Understanding the PeopleScout architecture and framework  
• Provide L2 support for tickets passed on by L1 support team using advanced knowledge of Java, SQL, Stored Procedures, Functions, and database development.  
• Analyze and understand Java code to debug, trace, and communicate technical issues effectively with the Development team.  
• Review application logs, perform exception analysis, monitor system performance, and identify root causes to ensure timely issue resolution and optimal application performance.
• Provide technical support to application support team
• Develop solutions to complex customer and software problems
• Assist with software design and development  
• Work within an agile environment  
• Deliver sprint commitments on time
• Be responsible for your own code, and work with others to improve the quality and deliver of theirs  
• Document troubleshooting guides and outcomes of problems, analysis and solutions for future re-use  

MUST HAVE SKILLS: 

• 5 to 8 years of experience in L2 Application Support, preferably supporting SaaS products.
• Strong troubleshooting skills with Java applications, SQL, and REST APIs.  
• Strong hands-on experience with Core Java (Java 8 or above).  
• Good understanding of Spring Boot and Java-based enterprise applications.
• Experience troubleshooting production issues, performing root cause analysis (RCA), and resolving incidents within SLA  
• Strong SQL skills with databases such as Oracle, MySQL, PostgreSQL, or SQL Server.  
• Experience working with REST APIs, JSON, and API testing tools like Postman.
• Ability to analyze application logs using tools such as Splunk, Kibana, ELK, or Grafana.
• Excellent customer communication skills with experience managing client interactions and providing timely updates.
• Familiarity with ServiceNow/Jira, Linux basics, and log analysis for application support

Platform Engineer

Location: Bengaluru, India (Hybrid)

Employment Type: Full-time

Experience: 2-4 years

About Compnay

This is driving the electric mobility revolution through cutting-edge software, infrastructure, and professional services. Our technology empowers utilities, cities, fleets, transit agencies, and automakers to deploy EV charging infrastructure at scale safely, efficiently, and sustainably. With a global footprint spanning three continents and operations in 13 countries, we are passionate about shaping the future of sustainable transport.

Operating over 70,000 charge points globally, this is driving the transition toward cleaner, smarter, and more efficient mobility. The India team serves as a critical operational hub, supporting global platforms focused on decarbonization, digitalization, and scalable infrastructure growth.

Role Overview

What you’ll do:

• Ensure system reliability, uptime, and performance of global platform.
• Conduct real-time surveillance of our EV charging systems to proactively identify and mitigate performance issues and anomalies near 24/7 basis. As such, you collaborate with IDT and FMC players to ensure incident detection also happens outside office hours (monitoring shifts among team members subject to duty schedule).
• Deliver on change & releases like firmware changes and drive insights & intelligence back into testing processes and tech discussions with the wider organization.
• Successfully deliver and project manage first time right commissioning activities alongside our Engineering Procurement Contract Management (EPCM) partners to successfully bring charge points onto our Charge Point Management System (CPMS).
• Provide technical guidance and support to DC specialists during the commissioning of EV charging solutions.
• Work closely with Shell, Engineering, and IT colleagues to ensure projects are completed on time and to specification.
• Act as a liaison with the Engineering Procurement Contract Management (EPCM) partner to manage projects from start to finish, ensuring charge points are successfully onboarded on the Charge Point Management System (CPMS).
• Collaborate with development, operations and support teams to build scalable and resilient systems.
• Contribute to incident response, root-cause analysis, and post-mortem reviews, driving continuous improvement.
• Participate in capacity planning, performance tuning, and resource optimization.
• Integrate security and compliance best practices into all infrastructure operations.
• Stay current with emerging SRE tools, frameworks, and cloud technologies to continuously improve reliability practices.
• Participate in and lead on-call rotations and incident response, conducting detailed postmortems and RCA reports.
• Flexible to resolve blocking issues during off hours or weekends if required.

What We’re Looking For:

Basic Qualifications and Skills

• Bachelor’s degree in Engineering, Electrical, ECE, Computer Science, Information Technology, or related field.
• 2–4 years of overall experience with at least 1+ years of experience as a Site Reliability Engineer, DevOps Engineer, or Technical Project Coordinator.
• Proven experience of DevOps, SRE or Technical Project Coordination with IoT or connected devices-based platforms.
• Experience with incident management and on-call best practices. Provide support to on-call engineers.
• Excellent analytical and problem-solving skills with a proactive mindset.
• Expertise with monitoring and observability tools (Dynatrace, Prometheus, Grafana, Zabbix, etc.).
• Solid understanding of cloud platforms (AWS) and AWS native services (EKS, EC2, S3, RDS, Lambda).
• Proactively monitor the network, triage performance outliers, and coordinate correction actions to ensure optimal system functionality.
• Fluency in English (spoken and written).
• Successfully recommission or decommission chargers following changes in our network.
• Responsible for the go-live of the chargers on Shell’s public network following commissioning attempts.

Additional Information

• This role involves managing infrastructure for a global platform operating in over ten countries, requiring effective communication and collaboration across regions.
• Strong verbal and written communication skills, along with availability and flexibility to resolve blocking issues, are essential to support on-call engineers.
• This role may involve EU or US time-zone shifts based on business requirements.
• Shift timing: 2 PM IST to 11 PM IST.

What is required to be successful in this role:

• Global platform experience (B2C or B2B).
• AWS native service experience.
• Firmware deployment and cloud cost optimization experience.
• Strong exposure to monitoring and alerts.
• Experience with firmware rollout, IoT devices onboarding and offboarding will be an added advantage.
• Experience as an SRE or DevOps Engineer with some exposure to Project Management or Technical Project Management in IoT-based projects will be helpful.  

What We Offer

• Work with some of the brightest minds in the emerging EV industry.
• Make a tangible impact in reducing carbon emissions and enabling sustainable energy.
• Freedom to suggest, implement, and innovate on systems, processes, and technologies.
• Daily ownership in a high-growth, challenging environment.
• Flexible work environment with hybrid schedules and virtualization options.
• Competitive pay and benefits including health coverage, innovative PTO program, and performance bonuses.

We are looking for an experienced Application Support Engineer with strong expertise in Linux/Unix, Networking, Routing, Load Balancing, and Production Support. The ideal candidate should have hands-on experience troubleshooting application and infrastructure issues using enterprise monitoring and observability tools such as Splunk, Grafana, and AppDynamics.

Key Responsibilities

• Provide L2/L3 production support for enterprise applications and infrastructure.
• Troubleshoot application, Linux/Unix, network, routing, and connectivity-related issues.
• Monitor application and infrastructure health using Splunk, Grafana, and AppDynamics.
• Analyze alerts, logs, performance metrics, and system behavior to identify issues.
• Troubleshoot routing, load balancing, connectivity, and network-related problems.
• Perform incident investigation, troubleshooting, and root cause analysis.
• Coordinate with Network, Infrastructure, Application, and other technical teams for issue resolution.
• Handle production incidents and ensure timely resolution within defined SLAs.
• Participate in problem management and identify recurring issues.
• Perform application health checks and proactively identify potential failures.
• Maintain troubleshooting guides, runbooks, and operational documentation.
• Support planned changes, deployments, and maintenance activities.

Must-Have Skills

Application Support

Linux / Unix

Networking

Routing

Load Balancing

Splunk

Grafana

AppDynamics

Production Support

Incident Management

Troubleshooting

Required Skills & Tools

• 4–6 years of experience in Application / Production Support.
• Strong hands-on experience with Linux/Unix administration and troubleshooting.
• Good understanding of TCP/IP, networking, routing, and connectivity concepts.
• Practical experience troubleshooting load balancing issues.
• Hands-on experience with monitoring and observability tools such as Splunk, Grafana, or AppDynamics.
• Strong log analysis and troubleshooting skills.
• Experience handling production incidents and working within SLA-driven environments.
• Strong communication and coordination skills.

Preferred Experience

• Exposure to ITIL processes including Incident, Problem, and Change Management.
• Experience with scripting/automation using Shell or Python.
• Exposure to cloud environments is an added advantage.
• Experience supporting enterprise-scale applications and infrastructure.

Key Competencies

• Strong analytical and troubleshooting skills.
• Ability to work under pressure during critical production incidents.
• Strong ownership and accountability.
• Excellent communication and stakeholder management.
• Ability to work collaboratively with global technical teams.

Qualifications

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.

Technical Support Engineer

About the Role:

We're looking for a Technical Support Engineer to join our team and serve as the critical bridge between our customers and engineering team. This role combines customer-facing support with hands-on technical troubleshooting, requiring someone who can both empathise with user challenges and dive into code to identify and resolve issues.

You'll be the first line of technical defence, investigating customer-reported issues, reproducing bugs, reading through our codebase to understand root causes, and working closely with the development team to implement fixes. This is ideal for someone who enjoys problem-solving, loves helping people, and wants to leverage their technical skills in a customer-focused role.

Key Responsibilities:

Technical Investigation & Bug Identification

• Review application logs, error messages, and stack traces to diagnose issues
• Read and navigate through our MERN stack codebase to understand system behaviour
• Reproduce reported bugs in staging/development environments
• Identify whether issues stem from code bugs, configuration problems, infrastructure issues, or user error
• Perform root cause analysis and provide technical insights to the engineering team

Monitoring & Proactive Support

• Monitor AWS infrastructure health and application performance metrics
• Identify patterns in support tickets that may indicate broader system issues
• Collaborate with engineering on bug fixes and verify resolutions in production
• Test new features from a customer perspective before release

Required QualificationsTechnical Skills

• Strong understanding of web application architecture and software engineering principles
• Hands-on experience with the MERN stack (MongoDB, Express.js, React, Node.js)
• Ability to read and understand JavaScript/TypeScript code
• Experience with AWS services (ECS, S3, Lambda, CloudWatch, RDS, etc.)
• Familiarity with RESTful APIs, HTTP protocols, and debugging API requests
• Understanding of database concepts and ability to write basic MongoDB and SQL queries
• Experience with Git and version control concepts
• Knowledge of browser developer tools for debugging frontend issues

Soft Skills

• Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users
• Strong analytical and problem-solving mindset
• Patience and empathy when dealing with frustrated customers
• Self-motivated with ability to manage multiple issues simultaneously
• Detail-oriented with good documentation habits

Experience

• 1+ years in technical support, customer success, or similar role
• 1+ years working with or around software development teams
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience

Nice to Have

• Experience with AWS troubleshooting and CloudWatch logs analysis
• Familiarity with containerization (Docker) and CI/CD pipelines
• Previous experience in a SaaS or platform company
• Experience with monitoring tools (Datadog, New Relic, Sentry, etc.)
• Exposure to agile development methodologies

What You'll Work With

• Frontend: React.js applications with modern JavaScript/TypeScript
• Backend: Node.js/Express.js APIs
• Database: MongoDB, MySQL
• Infrastructure: AWS (various services)
• Tools: GitHub, JIRA, Slack
• Environment: Fast-paced with direct access to engineering team

Job Summary

We are looking for an experienced L2/L3 Support Analyst / Engineer to provide advanced technical support, troubleshoot complex application and cloud issues, perform root-cause analysis, and ensure platform stability across modern digital, data, AI, and Microsoft Azure environments. The role requires strong problem-management capabilities, ownership of critical incidents, effective escalation handling, and collaboration with development and infrastructure teams.

Key Responsibilities

• Provide L2/L3 technical support for business-critical applications and platforms.
• Perform advanced troubleshooting, incident diagnosis, root-cause analysis, and resolution of complex technical issues.
• Manage and resolve P1/P2 incidents, service disruptions, and recurring production issues within agreed SLAs.
• Perform problem management, identify recurring issues, and implement permanent corrective actions.
• Support and troubleshoot Sitecore XM Cloud / Experience Edge, Next.js, Vercel, React Native, and Dynamics 365 CE/Dataverse environments.
• Troubleshoot APIs, Azure API Management, Azure Integration Services, and related integration issues.
• Provide support for Microsoft Fabric, Power BI, Azure AI, and Azure-based data services.
• Monitor and troubleshoot applications hosted on Azure Kubernetes Service (AKS) and Azure App Service.
• Use Azure Monitor, Application Insights, Log Analytics, and Microsoft Sentinel for monitoring, diagnostics, alert analysis, and security-related troubleshooting..
• Prepare and maintain RCA, problem records, knowledge articles, troubleshooting guides, and operational documentation.
• Support knowledge transfer and mentor L1/L2 support teams on complex technical issues.
• Ensure application availability, reliability, performance, and overall platform stability.

Preferred Profile

• 6–8 years of experience in application production support / L2-L3 support / cloud application support.
• Hands-on experience supporting complex Azure-based digital applications and integrations.
• Experience working with enterprise ITIL processes, including Incident, Problem, Change, and Knowledge Management.
• Strong communication skills with the ability to interact with technical and business stakeholders.

• Linux troubleshooting
• Hands-on AWS
• Production/Application Support
• Bash/Shell/Python
• Monitoring/log analysis
• Incident resolution
• Application deployment/support
• Basic networking and database knowledge
• Production/batch support exposure
• Willingness for rotational weekend/critical production support

SRE / Success Engineering role focused on production operations, reliability, AWS infrastructure, monitoring, incident management, and platform support for the ZT platform.

Core responsibilities include:

• Production monitoring and debugging of live systems.
• Incident investigation, troubleshooting, and problem resolution.
• AWS cloud infrastructure support and maintenance.
• Deployment and operational support activities.
• Supporting a 24x7 production environment.
• Working with GitHub-based development workflows.
• Technical debt remediation and platform improvements.
• Customer issue investigation and support.
• Security and compliance-related work, including FedRAMP initiatives.

Preferred Skills:

AWS (especially S3 and EC2)

Strong debugging and troubleshooting skills

Site Reliability Engineering (SRE) experience

GitHub experience

Basic software development skills

TypeScript/JavaScript knowledge

C# preferred

AI experience is a plus.

Candidate should be a hands-on engineer with strong AWS, SRE, operational ownership, production support, and debugging capabilities, rather than a pure application or full-stack developer.