L2 Support Engineer/Production Support/Applicat...

Summary: As an L2 Support Engineer at Databolt, you will play a crucial role in providing expert-level support for a data security product, focusing on advanced troubleshooting and incident management. This hands-on position requires deep technical analysis and problem-solving skills, particularly in cloud infrastructure and networking. You will also contribute to building a scalable support function and mentor junior support engineers. The role is ideal for those who excel in diagnosing complex issues and driving continuous improvement through collaboration. Key Responsibilities: Serve as the technical escalation point for complex Databolt issues, performing deep technical analysis to identify and resolve problems. Manage and resolve complex customer issues, participating in on-call rotations to respond to critical incidents. Drive problem management by participating in Root Cause Analysis (RCA) and contributing to the development of Permanent Corrective Actions (PCA) to prevent issue recurrence. Develop and maintain comprehensive documentation for our internal and external knowledge bases, detailing troubleshooting guides and common issue resolutions. Act as a critical feedback loop to Product and L3 Engineering teams, channeling customer feedback and common issues to foster continuous improvement. Provide guidance and mentoring to L1 support engineers, helping to build the technical capacity of the frontline team. Manage the case lifecycle across a suite of tools, including Salesforce, JIRA, Slack, and PagerDuty. Key Skills: At least 6 years of experience in technical support, systems administration, software engineering, or solutions architecture. At least 3 years of experience in technical operations related to infrastructure architecture, database architecture, and Data Security. At least 3 years of experience with public cloud platforms (AWS strongly preferred, including services like EC2, ECS, S3, RDS, and API Gateway). Demonstrated working knowledge of containerization and orchestration (Docker, Kubernetes). Proven experience with on-call rotations and responding to critical incidents. Proficiency in at least one scripting language (e.g., Python, Bash) for automation and log analysis. Experience with observability and monitoring platforms (e.g., Splunk, Datadog, Prometheus, New Relic). Strong grasp of networking fundamentals (e.g., private links, mTLS, API gateways). Knowledge of data security concepts including data tokenization, encryption, and access control (RBAC). Excellent communication skills, with the ability to explain complex technical concepts clearly and concisely to both technical and non-technical stakeholders. Demonstrated ability to adapt to new technologies and learn quickly. Salary (Rate): undetermined City: undetermined Country: USA Working Arrangements: remote IR35 Status: outside IR35 Seniority Level: undetermined Industry: IT Detailed Description From Employer: As an L2 Support Engineer, you will be a cornerstone of the Databolt support organization, ensuring our customers receive expert-level service for a mission-critical data security product. This is a highly technical, hands-on role focused on advanced troubleshooting, incident response, and problem management. You will serve as a specialized escalation point, taking ownership of complex customer issues that require deep technical analysis. This role is ideal for a technical problem-solver who thrives on diagnosing and resolving complex issues across cloud infrastructure, networking, and data systems, while also helping to build a scalable, enterprise-grade support function from the ground up. Key Responsibilities: Advanced Troubleshooting: Serve as the technical escalation point for complex Databolt issues, performing deep technical analysis to identify and resolve problems.Incident & Problem Management: Manage and resolve complex customer issues , participating in on-call rotations to respond to critical incidents.Root Cause Analysis: Drive problem management by participating in Root Cause Analysis (RCA) and contributing to the development of Permanent Corrective Actions (PCA) to prevent issue recurrence.Knowledge Contribution: Develop and maintain comprehensive documentation for our internal and external knowledge bases, detailing troubleshooting guides and common issue resolutions.Cross-Functional Collaboration: Act as a critical feedback loop to Product and L3 Engineering teams, channeling customer feedback and common issues to foster continuous improvement.Mentorship: Provide guidance and mentoring to L1 support engineers, helping to build the technical capacity of the frontline team.Tools & Process Navigation: Manage the case lifecycle across a suite of tools, including Salesforce, JIRA, Slack, and PagerDuty. Basic Qualifications: At least 6 years of experience in technical support, systems administration, software engineering, or solutions architectureAt least 3 years of experience in technical operations related to infrastructure architecture, database architecture, and Data SecurityAt least 3 years of experience with public cloud platforms (AWS strongly preferred, including services like EC2, ECS, S3, RDS, and API Gateway) Preferred Qualifications: Demonstrated working knowledge of containerization and orchestration (Docker, Kubernetes)Proven experience with on-call rotations and responding to critical incidentsProficiency in at least one scripting language (e.g., Python, Bash) for automation and log analysisExperience with observability and monitoring platforms (e.g., Splunk, Datadog, Prometheus, New Relic)Strong grasp of networking fundamentals (e.g., private links, mTLS, API gateways)Knowledge of data security concepts including data tokenization, encryption, and access control (RBAC)Excellent communication skills, with the ability to explain complex technical concepts clearly and concisely to both technical and non-technical stakeholdersDemonstrated ability to adapt to new technologies and learn quickly