*This role cannot offer any sort of visa sponsorship.*About the team and the role: We are looking for a highly motivated L2 Support Engineer with strong automation expertise to join our engineering team. This role will provide advanced production/application support, drive automation initiatives to reduce manual effort, and improve system reliability and operational efficiency across business-critical platforms. Experience with AI-powered tools and intelligent automation is a strong plus. Experience with Call Center / Contact Center technologies is highly desirable.
What you will accomplish: - Provide L2 production support for customer-facing and internal business-critical applications.
- Troubleshoot, analyze, and resolve complex issues across distributed systems and integrations.
- Perform root cause analysis (RCA) and implement permanent fixes to prevent recurrence.
- Design and implement automation solutions 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.
- Partner 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.
What you will bring: - 3+ years of experience in Application Support / Production Support / L2 Support / Site Reliability Engineering roles.
- Strong scripting or programming skills (Python, Java, Shell, or similar).
- Experience building or maintaining automation frameworks.
- Experience with REST APIs, batch jobs, and integration-based systems.
- Hands-on experience with monitoring and observability tools.
- Strong troubleshooting skills in high-availability environments.
- Excellent communication and documentation skills.
Preferred Qualifications (Nice to Have)- Experience with Call Center / Contact Center platforms such as:
- Genesys Cloud
- IVR systems
- ACD routing and call flows
- Workforce management integrations
- Experience leveraging AI tools (LLM-based assistants, automation bots) for:
- Incident triage
- Log summarization
- Code review or generation
- Predictive alerting
- Cloud platform experience (AWS/GCP/Azure).
- CI/CD and DevOps exposure.
- Knowledge of SQL/NoSQL databases.
- Experience in performance troubleshooting and load analysis.
What We're Looking For- A proactive engineer who prefers automation over repetitive manual tasks.
- Someone who can move from reactive support to building self-healing systems.
- Comfortable operating in complex, high-scale contact center environments.
- A strong collaborator with clear communication skills.
*This role cannot offer any sort of visa sponsorship.*Additional DetailsThe base pay range for this position is expected in the range below:
$98,000 - $130,800
Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employees will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Remote roles are not eligible for U.S. visa sponsorship.
