Product Support Engineer

An L2 Technical Support Engineer with Python knowledge is responsible for handling escalated, more complex technical issues that the Level 1 (L1) support team cannot resolve. Your primary goal is to perform deep-dive analysis, troubleshooting, and problem resolution to minimize customer downtime and ensure system stability.Python is a key skill, used for scripting, automation, debugging, and data analysis in this role.Key ResponsibilitiesAdvanced Troubleshooting & Incident Management:Serve as the escalation point for complex technical issues (often involving software bugs, system integrations, backend services, and APIs) that L1 support cannot resolve.Diagnose, analyze, and resolve problems, often requiring in-depth log analysis, code review, and database querying.Own the technical resolution of incidents end-to-end, adhering strictly to established Service Level Agreements (SLAs).Participate in on-call rotation for critical (P1) incident support outside of regular business hours.Python-Specific Tasks:Develop and maintain Python scripts for automation of repetitive support tasks, system health checks, and data manipulation.Use Python for debugging and troubleshooting by analyzing application code, API responses, or data pipeline issues.Write ad-hoc scripts to extract, analyze, or modify data in databases for diagnostic or resolution purposes.Potentially apply basic-to-intermediate code fixes in Python applications in collaboration with development teams.Collaboration and Escalation:Collaborate closely with L3 Support, Software Engineers, DevOps, and Product Teams to report bugs, propose permanent fixes, and provide comprehensive investigation details.Escalate issues that require significant product changes or deeper engineering expertise to the L3 team, providing clear, detailed documentation of all steps taken.Documentation and Process Improvement:Conduct Root Cause Analysis (RCA) for major incidents, documenting the cause, resolution, and preventative actions.Create and maintain a Knowledge Base (KB), runbooks, and Standard Operating Procedures (SOPs) for recurring issues to empower L1 and enable customer self-service.Proactively identify technical deficiencies in processes and systems and recommend improvements to enhance service quality.Customer Communication:Maintain professional, clear, and timely communication with customers, explaining complex technical issues and resolutions in an understandable manner.Required Technical SkillsProgramming/Scripting:Strong proficiency in Python (for scripting, automation, debugging, and data manipulation).Experience with other scripting languages like Bash or ShellDatabases:Proficiency in SQL for complex querying, debugging data flow issues, and data extraction.Application/Web Technologies:Understanding of API concepts (RESTful/SOAP) and experience troubleshooting them using tools like Postman or curl.Knowledge of application architectures (e.g., microservices, SOA) is a plus.Monitoring & Tools:Experience with support ticketing systems (e.g., JIRA, ServiceNow).Familiarity with log aggregation and monitoring tools (Kibana, Splunk, ELK Stack, Grafana)