Senior L1/L2 Support Engineer

We are seeking a highly motivated and experienced Senior L1 /L2 Support Engineer to join the TechOps team and provide operational support for digital platforms, e-commerce applications, and customer-facing systems.

The successful candidate will serve as the primary point of contact for production incidents, service requests, and operational issues, ensuring timely resolution and high platform availability. This role requires strong troubleshooting skills, cloud operations knowledge, and an inquisitive mindset to investigate incidents beyond surface symptoms and identify root causes.

The candidate will work closely with developers, testers, infrastructure teams, external vendors, and business stakeholders across multiple regions and time zones to maintain stable, secure, and reliable digital services in a 24x7 support environment.

Production Support & Incident Management

• Act as the primaryL1/L2 support contact for digital platforms, e-commerce systems, websites, and customer-facing services.
• Monitor incident queues, service requests, alerts, and support tickets, ensuring adherence to SLAs and operational procedures.
• Lead incident triage, troubleshooting, escalation, and resolution activities.
• Perform impact assessment and coordinate with relevant stakeholders during service disruptions.
• Support incident management activities and facilitate communication during critical outages.
• Conduct post-incident reviews and root cause analysis(RCA) to prevent recurrence
• Develop and maintain operational runbooks, support procedures, and knowledgebase articles.

System Monitoring & Reliability

• Monitor application, infrastructure, and business service health using observability and monitoring tools.
• Analyse system performance, availability, error trends, and capacity utilization.
• Configure and tune alerts to reduce noise and improve operational visibility.
• Collaborate with engineering teams to improve system reliability and operational resilience.
• Support Site Reliability Engineering (SRE) practices, including reliability metrics, incident reduction, and service availability improvements.

Cloud & Infrastructure Support

• Provide operational support for cloud-hosted applications and infrastructure, primarily on AWS.
• Perform first-level troubleshooting on:
• Compute services (EC2, ECS, Lambda)
• Networking
• Load Balancers
• CON services
• Storage services
• Investigate infrastructure-related issues affecting application performance or availability.
• Support deployment verification and post-release monitoring activities.

Application & Integration Support

• Troubleshoot application issues across web, mobile, APls, and middleware platforms.
• Analyse application logs, monitoring data, and system traces to identify root causes.
• Support integrations with external systems, partners, payment gateways, and other enterprise platforms.
• Work closely with L3 to reproduce issues and validate fixes.
• Support release and deployment activities, including late-night and weekend implementations when required.

Continuous Improvement

• Identify recurring incidents and operational inefficiencies.
• Drive automation opportunities to reduce manual effort and repetitive support activities
• Recommend improvements to monitoring, alerting, deployment processes, and support workflows.
• Contribute to operational excellence initiatives and service reliability improvements.

Stakeholder & Vendor Management

• Collaborate with internal teams, external vendors, and partners across different geographies and time zones.
• Communicate effectively with technical and non-technical stakeholders
• Provide timely updates during incidents and service disruptions.
• Participate in operational reviews, governance meetings, and service improvement discussions.

Technical Skills

• 5+ years of experience in Application Support, Production Support, Technical Operations, TechOps, or related roles.
• Strong knowledge of AWS cloud services and operational support.
• Good understanding of cloud-native application architecture.
• Experience supporting:
• Digital platforms
• E-commerce systems
• Customer-facing web applications
• Mobile applications
• Knowledge of CON technologies and content delivery architecture.
• Experience with monitoring and observability platforms such as:
• Datadog
• New Relic
• Dynatrace
• AppDynamics
• Grafana
• CloudWatch
• Familiarity with APM (Application Performance Monitoring) concepts.
• Understanding of SRE principles and operational best practices.
• Strong knowledge of:
• APls
• Microservices
• Web services
• System integration
• Authentication and authorization flows
• Experience using ticketing and ITSM platforms(Jira Service Management, ServiceNow, etc.).
• Understanding of Incident, Problem, and Change Management processes.
• Familiarity with log analysis tools such as Elasticsearch, Kibana, Splunk, or CloudWatch Logs.

Soft Skills

• Strong troubleshooting and analytical thinking abilities.
• Naturally curious and investigative, with a desire to understand the full context behind incidents and operational events.
• Excellent problem-solving and root cause analysis skills.
• Strong ownership mindset and accountability.
• Ability to work independently in a fast-paced operational environment.
• Good communication and stakeholder management skills.
• Ability to remain calm and methodical during high-severity incidents.
• Strong documentation and knowledge-sharing practices.
• Continuous improvement mindset with a focus on automation and operational efficiency.

Good to Have Skills

• Knowledge of WeChat Mini Program ecosystem and integrations.
• Experience supporting SAP Commerce, Adobe Experience Manager (AEM), Magenta, Shopify, or similar e-commerce platforms.
• Basic scripting skills (Python, Shell, Bash, PowerShell).
• Experience with API Gateway and event-driven architectures.
• AWS Certifications (Cloud Practitioner, Solutions Architect Associate, SysOps Administrator).
• ITIL Foundation certification.
• Experience supporting paymentgateways and digitalcommerce ecosystems.
• Ability to communicate in Mandarin.

Working Conditions

• Participate in a 24x7 support and on-call rotation model.
• Support late-night, weekend, and public holiday deployments where required.
• Work closely with internal teams, vendors, and stakeholders across multiple time zones
• Respond to critical production incidents outside business hours when necessary.

Success Profile

The ideal candidate is someone who:

• Loves troubleshooting and uncovering the root cause of complexissues.
• Thinks logically and analytically under pressure
• Takes ownership from ticket creation through resolution.
• Continuously looks for ways to improve systems and eliminate recurring operational issues.
• Balances technical depth with strong stakeholder communication.