L2 software support engineer

We are looking for a highly skilled L2 Software Support Engineer to join our team and provide advanced support for AWS-based software projects. The ideal candidate will have strong expertise in AWS services, application troubleshooting, scripting, and hands-on experience with code modifications. This role demands leadership in handling escalated issues, assisting L1 support, and coordinating with development and DevOps teams to ensure seamless support operations.

Responsibilities

• Act as the primary point of escalation for technical issues unresolved by L1 support, ensuring timely resolution.
• Troubleshoot complex customer issues, perform root cause analysis, and provide solutions via calls, remote sessions, or detailed documentation across AWS services (Lambda, API Gateway, RDS, CloudWatch, etc.).
• Collaborate with development teams to resolve defects, push fixes to production, and verify successful deployment.
• Analyze application and system logs (e.g., AWS CloudWatch) to identify patterns, errors, and performance issues.
• Monitor and set up AWS alerts (e.g., cost, error, and traffic alerts).
• Provide hands-on coding/debugging support in technologies such as JavaScript, Node.js, and Angular to reproduce and fix issues.
• Support and troubleshoot issues related to frontend frameworks (Angular preferred, React experience is a plus).
• Query and manage relational databases (PostgreSQL, MySQL), write scripts for automation, and generate reports.
• Manage and prioritize a ticket queue, ensuring adherence to SLAs and maintaining high customer satisfaction.
• Document common issues, troubleshooting steps, and best practices to improve the knowledge base and reduce future escalations.
• Assist in incident management and post-incident reviews to ensure continuous improvement.
• Contribute to DevOps and automation tasks to improve reliability and efficiency of support processes.
• Mentor, coach, and support junior support engineers to strengthen the technical support team.
• Ensure independent ownership of tasks, following up until successful closure.
• Work in rotational shifts as part of a 24x7 support team, with schedules planned in advance.

Qualifications

• Bachelor’s degree in Computer Science, IT, or a related field.
• Up to 4 years of experience, and Team lead experience is required
• Previous experience with AWS
• Ability to effectively coach, mentor, and motivate a team.
• Strong coding skills (for example: JavaScript, Node.js, Angular).
• Proficiency in relational databases (PostgreSQL, MySQL) with ability to write queries and manage data.
• Ability to troubleshoot and guide customers to identify and solve issues on call.
• Skilled at performing root cause analysis for new/unknown issues.
• Ability to coordinate with development teams and push fixes into production.
• Proficient in analyzing AWS CloudWatch logs and understanding system/application behavior.
• Exceptional customer service skills with a problem-solving attitude.
• Task-oriented and organized, with experience managing a ticket queue and prioritizing issues.
• Excellent written and verbal communication skills.
• Ability to work under pressure in dynamic environments.
• Good DevOps skills are a plus.
• Experience with chatbot development is a plus.

Job Type: Full-time

Work Location: Remote