Support Engineer II

Webook

As a Support Engineer II, you ll act as the bridge between live operations and engineering.
You ll manage second-line incident triage and resolution, lead root cause analysis, and continuously improve the systems and playbooks used by the TechOps team.

You ll play a hands-on role in ensuring platform resilience and reliability, supporting both live event operations and 24/7 business-critical systems.

• Lead Level 2 troubleshooting for platform and event operations resolving incidents, verifying system health, and restoring service rapidly.
• Own technical escalations from L1, validating and categorizing issues for engineering teams (L3).
• Maintain and improve monitoring, alerting, and diagnostic tools.
• Perform root cause analysis and produce post-incident reports.
• Collaborate with Platform & Observability and Engineering teams to implement preventive measures.
• Maintain and evolve TechOps runbooks, escalation maps, and support automation scripts.
• Train and mentor Level 1 support engineers.
• Participate in service reviews and contribute to SLA design and continuous improvement.
• Provide on-call and event coverage as part of a rotating roster.
  

• 3+ years of technical support, site reliability, or DevOps experience.
• Strong understanding of distributed systems, APIs, and application performance.
• Experience with logging, monitoring, and alerting tools (e.g., Datadog, Grafana, CloudWatch).
• Practical knowledge of Linux, networking, and scripting (Python, Bash).
• Strong communication and documentation skills especially in high-pressure situations.
  
  

Desirable:

• Familiarity with containerized environments (Docker, Kubernetes).
• Previous experience supporting event, e-commerce, or SaaS platforms.
• Exposure to ITIL/incident management frameworks.