L1 L2 Application Support Engineer

Role Summary
The L1 Support Engineer will be responsible for 247 monitoring of Data Observability platforms from a controlled white-room environment. The role focuses on identifying alerts, validating issues, and initiating the appropriate escalation by raising tickets as per defined runbooks. This is a critical operational role ensuring uninterrupted data pipeline health and timely incident response.

Key Responsibilities

• Monitor Data Observability alerts, notifications, and system dashboards on a 247 rotational basis.
• Perform initial assessment and triage of alerts following predefined SOPs and runbooks.
• Log and route incidents to the appropriate technical teams with clear and accurate information.
• Track ticket progress and ensure timely follow-up until closure.
• Document recurring issues, observations, and improvement opportunities.
• Maintain adherence to all white-room operational protocols.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Provide shift handover updates to ensure continuity.

Roles & Responsibilities

Required Skills & Qualifications

• Good communication skills (verbal and written).
• Strong knowledge of SQL, with hands-on experience in writing and optimizing queries.
• Hands-on experience developing, debugging, and troubleshooting stored procedures, views, Joins and complex SQL queries or equivalent languages/
• Basic knowledge of Snowflake (minimum required).
• Required basic AWS knowledge on S3, IAM, EMR, Athene .etc
• Strong analytical thinking and problem-solving skills.
• Knowledge of Excel and MS Word.
• Ability to work in a production support environment, including issue analysis, root cause identification, and timely resolution.
• Establish, configure and manage Git repositories to support version control and collaboration

Good to Have

• Basic Python knowledge.
• Exposure to Airflow or workflow orchestration tools.
• Prior experience in monitoring, support operations, or NOC environments.Role & responsibilities

Preferred candidate profile