zestiot
Website:
zestiot.com
Job details:
Role Overview
We are looking for a Support Engineer with 2–4 years of experience in IT production support to serve as an L2 specialist. You will be the key escalation point between L1 and L3/engineering teams, responsible for triaging and resolving complex application issues across multiple client environments while ensuring SLA compliance and minimal disruption to operations.
Key Responsibilities
Production & Incident Support
- Provide L2 support for production/non-production issues across multiple client environments; act as escalation point for L1 tickets
- Monitor system health, respond to critical incidents, conduct RCA, and implement corrective actions within defined SLAs
- Debug Python-based services, analyse logs (application, system, server), and resolve API/data flow issues
- Manage incident lifecycle end-to-end — detection, resolution, client communication, and post-mortem documentation
- Experienced and worked on AI/ML along with IT applications
Operations & Maintenance
- Support application deployments, change requests, and patch releases; collaborate with DevOps on environment/performance issues
- Handle MySQL/SQL queries, troubleshoot RabbitMQ/Redis in production, and execute/validate runbooks and SOPs
- Maintain ITSM ticket documentation; contribute to knowledge base and guide L1 teams on known issue resolution
Required Skills
Technical (Must Have)
- 2–4 years in IT/application production support with proven L2 multi-client delivery experience
- Python (debugging/scripting), Linux/Unix (CLI, process management, log analysis), REST API testing (Postman/curl)
- SQL/MySQL (query writing, data validation), Git, ITSM tools (ServiceNow, Jira, or equivalent)
Good to Have
- Cloud platforms (AWS/Azure/GCP), Docker/Kubernetes, CI/CD awareness, Grafana/Prometheus/Datadog monitoring tools
- SaaS application support experience; ITIL framework knowledge; RabbitMQ / Redis hands-on exposure, worked on Camera AI
Education
- B.E. / B.Tech / B.Sc in Computer Science, IT, or related field; ITIL or cloud certifications are a plus
Soft Skills
- Strong communication — able to convey technical issues clearly to clients and non-technical stakeholders
- Analytical, structured problem-solver; ability to multitask across multiple client incidents under pressure
- Customer-first mindset, collaborative team player, meticulous documentation practices, flexible for shift/on-call duties
Click on Apply to know more.