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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in L2 technical support, incident management, and troubleshooting across applications and infrastructure. Proficient in AI/ML integration and observability tools, with a strong focus on process improvement and collaboration across teams.
Highest-signal resume keywords
L2 Technical SupportTroubleshooting Distributed SystemsITIL PracticesPython ScriptingAI/ML Model Monitoring
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementProblem ManagementChange ManagementRoot Cause AnalysisRunbook CreationMonitoring DashboardsLog AnalysisSQLCI/CDAutomation
Soft Skills
MentoringCollaborationStakeholder Coordination
Tools & Technologies
SplunkGrafanaDynatraceAI-Assisted ObservabilityAnomaly Detection Tools
Certifications & Qualifications
ITIL Foundation Certification
Industry Keywords
Cloud PlatformsContainerized WorkloadsECommerce PlatformsRetail PlatformsAI-Powered Applications
Tech Stack
Tools & technologiesCloudDistributed SystemsGrafanaPythonSplunkSQL
About the role
Key responsibilities & impact- Provide L2 technical support for production and non-production environments
- Manage escalated incidents, service requests, and problem records end-to-end
- Troubleshoot complex issues across applications, infrastructure, and system integrations
- Monitor system health metrics and platform telemetry and implement corrective or preventive actions
- Conduct root cause analyses for critical incidents and document findings and lessons learned
- Lead change management activities, including validation, stakeholder coordination, and rollback planning
- Mentor and upskill L1 support associates
- Improve support processes, runbooks, and automation to reduce MTTR
- Collaborate with global engineering, product, and business teams across time zones
- Use AI-assisted observability and anomaly detection tools
- Contribute to AI/ML-powered support automation, including ticket routing, auto-remediation, and predictive incident detection
- Collaborate on integrating AI-driven features into production platforms
Requirements
What you’ll need- 3–5 years of experience in application or platform support, with demonstrated L2 or escalation-tier ownership
- Strong troubleshooting across distributed systems, applications, APIs, databases, and infrastructure
- Understanding of ITIL practices: incident, problem, change, and knowledge management
- Proficiency reading logs, traces, and monitoring dashboards such as Splunk, Grafana, or Dynatrace
- Ability to write or interpret Python, Shell, or PowerShell scripts
- Experience with production change validation and rollback procedures in high-availability environments
- Ability to write RCAs, runbooks, and stakeholder updates
- Awareness of AI/ML model deployment and monitoring in production, including model inference pipelines or AI-powered SaaS tooling
- Bachelor's degree in computer science, information technology, engineering, computer information systems, or related area and 5 years’ experience in production support, software support, or technical support
- Preferred: cloud platforms, containerized workloads, eCommerce or retail platforms, SQL, CI/CD, AI/ML platforms, AI-powered applications, AI-native workflows, or ITIL Foundation certification
Benefits
Comp & perks- Incentive awards for performance
- Maternity and parental leave
- PTO
- Health benefits