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انتهت بتاريخ ١ أبريل ٢٠٢٦
Support Engineer II
وصف الوظيفة
As a Support Engineer II, you’ll act as the bridge between live operations and engineering. You’ll manage second-line incident triage and resolution, lead root cause analysis, and continuously improve the systems and playbooks used by the TechOps team. You’ll play a hands-on role in ensuring platform resilience and reliability, supporting both live event operations and 24/7 business-critical systems.
المسؤوليات
- Lead Level 2 troubleshooting for platform and event operations — resolving incidents, verifying system health, and restoring service rapidly
- Own technical escalations from L1, validating and categorizing issues for engineering teams (L3)
- Maintain and improve monitoring, alerting, and diagnostic tools
- Perform root cause analysis and produce post-incident reports
- Collaborate with Platform & Observability and Engineering teams to implement preventive measures
- Maintain and evolve TechOps runbooks, escalation maps, and support automation scripts
- Train and mentor Level 1 support engineers
- Participate in service reviews and contribute to SLA design and continuous improvement
- Provide on-call and event coverage as part of a rotating roster
المؤهلات
- Bachelor’s in Computer Science or a related area
- 3+ years of technical support, site reliability, or DevOps experience
- Strong understanding of distributed systems, APIs, and application performance
- Experience with logging, monitoring, and alerting tools (e.g., Datadog, Grafana, CloudWatch)
- Practical knowledge of Linux, networking, and scripting (Python, Bash)
- Strong communication and documentation skills especially in high-pressure situations