Sr. Engineer – Production Support (L2) Job Description Template
As a Sr. Engineer - Production Support (L2), you will be pivotal in maintaining our production systems' stability and performance. You will handle escalated issues, debug and troubleshoot complex problems, and work closely with various teams to ensure seamless operations. Your role is critical in ensuring optimal performance and uptime for our systems.
Responsibilities
- Manage and resolve high-priority production incidents.
- Analyze root causes and provide solutions for recurring issues.
- Monitor system performance and implement optimizations.
- Collaborate with development and operations teams for problem resolution.
- Create and maintain documentation for troubleshooting procedures.
- Provide mentorship and guidance to junior support engineers.
- Participate in on-call rotation to ensure 24/7 support coverage.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in production support, with at least 2 years in a Level 2 support role.
- Strong problem-solving skills and ability to work under pressure.
- Excellent communication and interpersonal skills.
- Experience with monitoring tools and performance tuning.
- Knowledge of incident management processes and tools.
Skills
- Linux/Unix
- Windows Server
- SQL
- Shell scripting
- Monitoring tools (e.g., Nagios, Prometheus)
- AWS or other cloud platforms
- ITIL process knowledge
Frequently Asked Questions
A Sr. Engineer – Production Support (L2) is responsible for maintaining and improving systems used in production environments. They troubleshoot and resolve complex technical issues, ensure system performance and reliability, and collaborate with other teams to implement effective solutions. This role involves monitoring systems, providing timely support to end-users, and minimizing disruptions in operations, which is crucial for business continuity.
To become a Sr. Engineer – Production Support (L2), one should have a solid background in engineering, typically with a bachelor's degree in a related field such as computer science or information technology. Gaining experience in IT support or a similar role is essential, and expertise in system analysis, problem-solving, and specific technologies used in your industry will be highly beneficial. Continuous learning and certifications can also help advance to an L2 position.
The average salary for a Sr. Engineer – Production Support (L2) varies based on factors such as location, industry, and experience level. Typically, candidates in this role can expect competitive compensation that reflects their specialized skills in managing production systems and resolving technical issues effectively. Salaries might also include benefits such as bonuses, health insurance, and retirement plans which vary by employer.
To qualify as a Sr. Engineer – Production Support (L2), candidates should possess a bachelor's degree in engineering, computer science, or a related field. Relevant industry experience is crucial, along with strong analytical and problem-solving skills. Familiarity with specific systems, tools, and programming languages related to production support, as well as certifications like ITIL or PMP, can enhance eligibility for this role.
A Sr. Engineer – Production Support (L2) must have excellent technical skills in system diagnostics and troubleshooting. Responsibilities include managing and maintaining production environments, ensuring uptime and efficiency, and resolving technical issues. Key skills include strong communication, the ability to work under pressure, and proficiency in relevant technologies or software applications specific to their industry. Problem-solving and analytical thinking are critical to effectively support operations.