Senior Support Engineer L2

Role Overview: You will be working as a Senior Support Engineer L2 for IoT projects within the Smart Products & IoT Strategic Innovation Centre team in India. Your main responsibility will be to provide support for managed services and application/product support for IoT projects. Key Responsibilities: - Investigate issues and provide resolutions at the device/connectivity/platform/application layer - Monitor application and platform performance - Identify, categorize, prioritize, diagnose, route, track, and close alarms raised by monitoring tools - Recreate and verify complex performance and environmental issues - Troubleshoot and solve incidents within SLA timelines - Analyze log reports of reported issues - Update ticket statuses and progress on ticketing tools - Raise bugs for application functionality issues requiring code fixes - Triaging Mobile App, Web App, and Platform (AWS) issues - Propose solutions to recurring incidents and new enhancements - Perform service management reporting, status tracking, and continuous service improvement - Manage the Production AWS platform and applications deployed, including E2E monitoring of systems and data flow - Handle incident management, problem management, change management, risk management, and knowledge management Qualifications Required: - Bachelor's degree in electrical engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline - 3+ years of experience in L2 support of managed services/application (mobile or web) - 1+ years of experience in Smart/Connected Products & IoT workflow - Hands-on experience in troubleshooting Mobile or Web App issues, AWS platform, server-less/headless architecture, Lambda, API Gateways, Kinesis, ElasticSearch, ElasticCache, Dynamo DB, Athena, AWS IoT, Linux, NoSQL Database (Dynamo DB preferred), and trouble ticketing tools (Jira Software & Jira Service Desk preferred) - Proficiency in scripting languages such as Python, Python Boto, Golang, or Node-js - Ability to differentiate between application and platform issues and resolve them - ITIL certification is a plus - Experience in AWS Cloud IoT Core platform and L3 Support is an advantage Additional Details: - Willingness to work in a 24X7 shifts environment - Flexible for short-term travels on short notice for field trials & soft launch of products - Excellent troubleshooting, analytical, communication skills - Customer-focused with a positive attitude, innovative mindset, and commitment to high performance standards - Stay updated on the latest technologies and industry trends Please note that the company's additional details were not provided in the job description.,