L2 Support Engineer

About the Role:

Requirements

• Strong working knowledge of Angular (v10+) and Node.js (Express.js, REST APIs).
• Proficient in JavaScript, TypeScript, and relational databases (MySQL/PostgreSQL).
• Experience with Linux/Unix environments, shell scripting, and log analysis tools.
• Familiarity with monitoring and alerting tools (e.g., Grafana, Kibana, Prometheus, ELK, Splunk).
• Knowledge of CI/CD pipelines, Git, and deployment automation tools.
• Understanding of incident and problem management frameworks (e.g., ITIL).
• Ability to work under pressure and manage multiple critical incidents simultaneously.
• Provide Level 2 support for production systems, ensuring high availability, stability, and performance.
• Monitor system health, application logs, and dashboards to proactively detect and resolve issues.
• Perform root cause analysis (RCA) and coordinate with L3/development teams for permanent fixes.
• Troubleshoot and debug frontend (Angular) and backend (Node.js) issues in production and staging environments.
• Handle incident, problem, and change management in line with ITIL best practices.
• Manage on-call support duties (24x7 rotation) for critical systems; ensure timely response to alerts and incidents.
• Collaborate with business users, QA, and infrastructure teams to ensure smooth operations and deployments.
• Participate in release validation, hotfix testing, and deployment support.
• Maintain support documentation, runbooks, and knowledge base for common issues and recovery steps.
• Drive continuous improvement by identifying automation opportunities and optimizing support processes.