Job Title: L2 Support Engineer Location: Sunnyvale, CA - Hybrid Long Term Job Summary: We are seeking a Senior L2 Support Engineer with a strong background in Java, Python, and e-commerce platforms to join our production support team. In this role, you will be responsible for handling high-impact production issues, analyzing incidents, and ensuring smooth functioning of our retail e-commerce systems. You’ll work closely with cross-functional teams including L1 support, business, developers, QA, and DevOps to ensure timely resolution of issues and optimal customer experience. Key Responsibilities: • Own and manage complex production incidents, ensuring resolution within SLA and minimal customer impact. • Debug and resolve application-level issues in Java-based and Python-based microservices and platforms. • Analyze logs, monitor system performance, and perform root cause analysis of recurring issues. • Conduct in-depth root cause analysis (RCA) and drive permanent fixes through collaboration with L3/engineering teams. • Monitor production systems using tools like Splunk, ELK, New Relic, Grafana, or similar observability tools. • Support e-commerce modules such as product catalog, order management, checkout, and payment integrations. • Write custom scripts and tools in Python or shell to automate monitoring, data extraction, or incident reproduction. • Contribute to support readiness for new feature rollouts and seasonal traffic spikes (e.g., Black Friday, holiday season). • Improve support processes and documentation • Participate in P1&P2 issues calls and drive them, incident war rooms, and post-incident reviews. Required Skills and Qualifications: • 6+ years of experience in L2/production support, preferably in high-volume retail or e-commerce environments. • Strong proficiency in Java (for debugging backend services) and Python (for scripting and automation). • Solid understanding of distributed systems, APIs, microservices, and RESTful architecture. • Experience with SQL and NoSQL databases (e.g., MySQL, MongoDB, Redis). • Deep experience in analyzing logs and troubleshooting issues using Production support tools. • Familiarity with CI/CD pipelines, Jenkins, and Git-based source control. • Ability to triage, communicate, and escalate effectively under pressure. • Excellent documentation and communication skills.