L2 Support Engineer

We’re looking for a 2nd Level (L2) Support Engineer to own incident and request resolution across our infrastructure and system platforms, including IB360 related components.
You’ll handle escalations, perform in depth troubleshooting, coordinate with L3/Engineering for complex issues and knowledge transfer, and maintain high quality technical documentation.
A key part of this role is ensuring effective communication and handoffs between support layers and across systems and teams. Troubleshooting & Incident Management •
Take ownership of L2 incidents and service requests across infrastructure and system platforms (incl. IB360 related services), ensuring timely diagnosis and resolution.
Perform root cause isolation using logs, monitoring dashboards, and system utilities; reproduce issues where applicable.
• Apply standard operating procedures (SOPs), workarounds, and fixes; create temporary mitigations to restore service quickly while pursuing permanent resolutions.
• Ensure accurate ticket lifecycle management (categorization, prioritization, notes, time entries, closure codes). Collaboration & Escalation
• Collaborate closely with L3 / Engineering on complex problems: provide clear incident context, diagnostics, and repro steps; participate in joint troubleshooting sessions.
• Ensure structured escalations with complete technical details, impact assessment, and urgency rationale.
• Facilitate smooth communication and handover between L2–L3 and across platform teams (ServiceNow, JIRA, etc.)

Requirements