L2 Production Support Engineer

• Leads incident response during critical application outages, integration failures, and complex system defects.
• Owns application stability across multi-tier digital architectures including Adobe Commerce, CMS, financial planning, and LMS platforms., * Major Incident Leadership (P1/P2): Lead emergency technical triage bridge calls during major outages across e-commerce, CMS, LMS, and CRM platforms.
• Integration & API Architecture Diagnostics: Analyze complex integration faults across REST APIs, ESB middleware, enterprise databases, and third-party web services.
• Engineering & Vendor Escalation: Collaborate with software engineering teams, review code hotfixes, validate deployments in non-prod/prod, and direct vendor escalation.
• Root Cause Analysis (RCA): Conduct post-incident RCAs, publish formal corrective action reports, and design automated alerts to prevent recurring failures.
• Technical Mentorship & Governance: Establish operational runbooks for mid-level application support engineers and enforce resolution SLAs.

Key Technical Stack & Tools:

• Dynamics 365
• Adobe Commerce (Magento)
• Enterprise CMS (Sitecore)
• Solver
• LMS Platforms
• Azure Integration Services
• ADO
• SQL
• Application Insights / Dynatrace

L2 Production Support Engineer - Senior

• Seniority Level: Senior / L2 Production Support Engineer
• Recommended Experience: 8+ Years in Enterprise Application Support, Systems Integration, and Major Incident Lead roles, * Bachelor’s or Master’s degree in CS or Software Engineering.
• 6+ years in production application support for multi-tier enterprise systems.
• Expert SQL and API diagnostic skills.