About the Role :

We are looking for a proactive and technically strong L2 Support Engineer with 36 years of experience in Application Support, Technical Support, or Production Support.

The ideal candidate should possess excellent troubleshooting skills, be capable of analyzing application behavior, understanding code, debugging APIs, and working with cloud logs to identify and resolve customer-impacting issues.

This role requires close collaboration with Engineering and Product teams while providing timely and professional communication to customers. Candidates must be comfortable working US business hours (India night shift).

Key Responsibilities :

- Investigate, troubleshoot, and resolve complex technical issues escalated by the L1 Support team.
- Analyze application logs using GCP Logs Explorer (or similar platforms) to identify errors, performance bottlenecks, and system behavior.
- Diagnose API failures, integration issues, and production incidents across distributed applications.
- Read and understand application code to assist Engineering teams in debugging issues.
- Collaborate with Engineering and Product teams to drive timely issue resolution.
- Communicate effectively with customers by providing structured updates on incident progress and resolutions.
- Perform Root Cause Analysis (RCA) and document findings, workarounds, and permanent fixes.
- Create and maintain knowledge base articles and troubleshooting documentation.
- Identify recurring issues and recommend automation and process improvements to enhance support efficiency.
- Handle critical production incidents with ownership, urgency,



and accountability.

Mandatory Skills (Non-Negotiable) :

- 36 years of experience in Technical Support, Application Support, or Production Support.
- Ability to read and understand application code (Java, Python, Node.js, or similar) for troubleshooting purposes.
- Hands-on experience with Google Cloud Platform (GCP) Logs Explorer or equivalent cloud logging tools.
- Robust knowledge of REST APIs, API debugging, and system integrations.
- Experience performing Root Cause Analysis (RCA) for production issues.
- Excellent verbal and written communication skills.
- Strong customer communication and stakeholder management abilities.
- Comfortable working in US Shift (India Night Shift).
- Ability to independently troubleshoot high-priority production incidents.

Preferred Skills :

- Experience supporting SaaS products or product-based companies.
- Basic SQL knowledge for troubleshooting database-related issues.
- Experience using Jira or similar incident management tools.
- Understanding of microservices architecture and distributed systems.
- Exposure to cloud monitoring and observability tools.

Desired Candidate Profile :

- Strong analytical and logical problem-solving skills.
- Ownership mindset with a proactive approach.
- Customer-first attitude.
- Ability to thrive in a fast-paced production support environment.
- Excellent prioritization and incident management skills.
- High attention to detail and strong documentation skills.
- Collaborative team player capable of working effectively across Support, Engineering, and Product teams.

📌 Support Engineer (India)
🏢 HyrMe
📍 India