L2 Support Engineer (Exp-3-5 yrs)

Position: L2 Support Engineer (Bot V2/ V3)

Experience: 3-5 years

Location: Remote / Work from Home (India)

CTC(Incl Variable): 5 LPA -7 LPA- 8 LPA

No. of Positions: 1

Reports To: Support Manager

Role Overview

The L2 Support Engineer – BotV2 & BotV3 will be responsible for providing hands-on technical
support for Emplay's proprietary low-code/no-code platform used by enterprises to build and
manage conversational and workflow solutions. The role involves investigating and resolving
complex production issues across both platform generations, identifying root causes through
application logs, configurations, APIs, and database queries, and ensuring timely resolution of
customer-impacting incidents.

This is a hands-on technical role that requires strong troubleshooting capabilities, working
Python knowledge, and the ability to independently resolve the majority of escalated issues.
The engineer will work closely with L1 Support and Engineering teams, leading critical incident
investigations and ensuring effective communication and resolution. The role also requires
rotational shift coverage and weekend availability for P0/P1 incidents as per the support
requirements.

Key Responsibilities

• Own production issues escalated to L2 support, assess business impact, reproduce reported behaviour, and identify root causes through application logs, configurations, and data analysis.

• Troubleshoot and resolve issues related to platform configurations, data inconsistencies, environment-related failures, API integrations, and workflow execution.

• Investigate application logs, stack traces, structured JSON logs, and database records to identify the underlying causes of technical issues.

• Use Python for troubleshooting, debugging, reading existing code, and developing small scripts to accelerate investigation and resolution.

• Analyse API requests and responses, JSON payloads, and HTTP status codes to identify integration failures and determine whether issues originate from the platform or external APIs.

• Work with Jinja templates or similar template languages to troubleshoot issues within bot flows and workflow configurations.

• Escalate genuine product defects to Engineering with detailed reproduction steps, supporting evidence, root cause analysis, and customer impact assessment.

• Lead P0/P1 incident investigations during assigned shifts, including weekend rotations, ensuring timely updates to stakeholders and driving issues through resolution.

• Guide and review the troubleshooting activities of L1 Support Engineers and take ownership of complex escalations.

• Maintain clear technical documentation, incident reports, runbooks, and knowledge base articles to minimize recurring issues.

• Identify opportunities to improve support processes through diagnostic scripts, automation, documentation improvements, and recommendations to Engineering.

• Effectively use AI tools to accelerate troubleshooting, log analysis, and technical investigation while independently validating the accuracy of their outputs.

Qualifications

• 3–5 years of experience in application support, product support, or L2 technical support within

SaaS or enterprise software environments.

• Strong hands-on troubleshooting skills, with the ability to independently investigate and resolve

complex production issues.

• Working knowledge of Python, including data types, conditions, loops, lists, dictionaries,

functions, exception handling, and debugging.

• Ability to read and troubleshoot existing Python code, interpret tracebacks, and develop basic

scripts for technical investigations.

• Strong understanding of JSON, REST APIs, HTTP methods, and status codes (4xx and 5xx),

with the ability to reproduce API calls using Python or cURL.

• Hands-on experience with SQL queries and database troubleshooting.

• Familiarity with Jinja templates or similar template languages, with the ability to troubleshoot

template-based bot flows.

• Experience analysing application logs, stack traces, structured logs, and identifying root

causes of production issues.

• Strong problem-solving and analytical skills, with the ability to distinguish configuration, data,

integration, and genuine product-related issues.

• Proficiency in using AI tools for technical investigation, troubleshooting, and productivity, with

the ability to validate generated insights.

• Excellent written and verbal communication skills, with the ability to communicate technical

findings clearly to customers and internal engineering teams.

• Willingness to work rotational shifts and provide weekend support for P0/P1 incidents as per

the support rotation.

Preferred Skills

• Microsoft Azure certifications such as AZ-104 (Azure Administrator) and/or AZ-900 (Azure

Fundamentals).

• Hands-on experience with Azure services, including Azure Monitor, Application Insights, Log

Analytics, and KQL for monitoring and log analysis.

• Familiarity with Azure App Services, storage services, and networking configurations.

• Experience with APIs, third-party integrations, Docker, container logs, PostgreSQL, and Redis.

• Exposure to monitoring, observability, and log aggregation tools.

• Experience supporting conversational AI platforms, chatbots, workflow automation products, or

low-code/no-code platforms.

• Experience working with SLAs in a structured L1/L2/L3 technical support environment.

• Prior experience handling enterprise customers and managing critical production incidents.