Role Description

An L2 Technical Support Engineer with Python knowledge is responsible for handling escalated, more complex technical issues that the Level 1 (L1) support team cannot resolve. Your primary goal is to perform deep-dive analysis, troubleshooting, and problem resolution to minimize customer downtime and ensure system stability. Python is a key skill, used for scripting, automation, debugging, and data analysis in this role.

Key Responsibilities

● Advanced Troubleshooting & Incident Management:

● Serve as the escalation point for complex technical issues (often involving software bugs, system integrations, backend services, and APIs) that L1 support cannot resolve.

● Diagnose, analyze, and resolve problems, often requiring in-depth log analysis, code review, and database querying.

● Own the technical resolution of incidents end-to-end, adhering strictly to established Service Level Agreements (SLAs).

● Participate in on-call rotation for critical (P1) incident support outside of regular business hours. ●Python-Specific Tasks:





● Develop and maintain Python scripts for automation of repetitive support tasks, system health checks, and data manipulation.

● Use Python for debugging and troubleshooting by analyzing application code, API responses, or data pipeline issues.

● Write ad-hoc scripts to extract, analyze, or modify data in databases for diagnostic or resolution purposes.

● Potentially apply basic-to-intermediate code fixes in Python applications in collaboration with development teams.

● Collaboration and Escalation:

● Collaborate closely with L3 Support, Software Engineers, DevOps, and Product Teams to report bugs, propose permanent fixes, and provide comprehensive investigation details.

● Escalate issues that require significant product changes or deeper engineering expertise to the L3 team, providing explicit, detailed documentation of all steps taken.

● Documentation and Process Improvement:

● Conduct Root Cause Analysis (RCA) for ma

📌 System/Technical Support(4-5 years SAAS) (Bengaluru)
🏢 eShipz
📍 Bengaluru