L2 support Engineer - Platform

Job Description for L2-Product Support Engineer

• Provide Second level of support for technical issues raised by Internal employees,

Partners, Customers and external Vendors and transferred from L1 Application

Support Engineering Team.

• Provide engineering support of our incoming tickets, including extensive

troubleshooting and debugging, with responsibilities covering multiple product lines.

• Work on maintenance driven coding projects, primarily in Ruby on Rails or shell

scripts, web technologies, and Java based projects on AWS

• Work on Mysql, Postgres , Mongodb, Elasticsearch or any other databases.
• Have worked on tools such as loggly, Charles proxy, Postman, NewRelic.
• Read and understand complex application code and make code fixes to resolve

support issues

• Understanding of Software deployment support in staging and production

environments.

• Develop tools to aid operations and maintenance.
• System and Support status reporting.
• Ownership of one or more Oyo products or components.
• Customer notification and workflow coordination and follow-up to maintain service

level agreements.

• Work with Gurgaon and Hyderabad engineering team for handing-off or taking over

active support issues and to create a team specific knowledge base and skill set.

Required Technical Skills

• MCA, B.E or B. Tech in Computer Science or a related field.
• 2-5 years overall development/technical support experience.
• Proven track record in working on enterprise level large scale n-tier applications
• Demonstrated experience in Ruby/PHP/Shell scripting, a sound understanding of web

technologies.

• Development Experience in Java or open source based technologies. Understanding of

XML/SOAP, web services, web application development, and industry-standard online Travel

systems.

• Detailed knowledge of the UNIX/Linux operating system and tools.
• Have worked on AWS.
• Exposure of working on Mysql, Postgres , Mongodb, Elasticsearch or any other databases.
• Have worked on tools such as loggly, Kibana, Charles proxy, Postman, NewRelic.
• Proven ability to troubleshoot and identify the root cause of issues in complex Enterprise

Level applications.

• Demonstrated skill and passion for problem solving and operational excellence.
• Experience working in a CI/CD environment using Jenkins, GIT, Chef, Puppet or equivalent

tools.

• Exposure to any ticket management tools such as Freshdesk or JIRA

Required Soft Skills

• Resolving problem at their root and stepping back to understand the broader context.
• Proactively following up all possible avenues to get the job done.
• Demonstrated can-do attitude and handling stress and appropriate quality for all issues coming

to Tech Support team.

• Having professional ethics and high standards to work with cross functional teams and taking

ownership through to resolution or ensure a clear hand-off.