Overview
Skills
Job Details
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 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)
Preferred Qualifications:
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