L2 Support Lead Engineer

In this role you will provide advanced production support for critical applications and drive automation to reduce manual toil. You will work closely with engineering, QA, and infrastructure teams to improve system reliability and MTTR in high-scale environments. You'll design self-healing workflows and enable proactive incident management, including on-call responsibilities and SLA adherence. The position emphasizes automation, AI-powered tooling, and close collaboration with cross-functional teams to sustain and optimize customer-facing platforms. This is an opportunity to shape reliability and efficiency in a global, fast-paced ecommerce environment.

• base pay
• bonus potential
• RSUs (as applicable)
• medical benefits
• 401(k) eligibility
• paid time off and parental leave

• Provide L2 production support for customer-facing and internal business-critical applications
• Troubleshoot and resolve complex issues across distributed systems and integrations
• Conduct root cause analysis and implement permanent fixes
• Design and implement automation to reduce operational toil and improve MTTR
• Develop scripts/tools for monitoring, alerting, log analysis, and self-healing workflows
• Support and maintain contact center platforms and integrations
• Collaborate with Engineering, QE, Infrastructure, and Business teams during releases and incidents
• Participate in on-call rotations and ensure SLA compliance
• Drive continuous improvement of support processes and platform stability

• 3+ years in Application/Production/L2 Support or SRE roles
• Strong scripting or programming skills (Python, Java, Shell)
• Experience building/maintaining automation frameworks
• Experience with REST APIs, batch jobs, and integration systems
• Hands-on experience with monitoring and observability tools
• Strong troubleshooting skills in high-availability environments
• Excellent communication and documentation skills

• collaborative
• proactive
• strong communication
• Python
• Java
• Shell