L2 Support Engineer

Job Description

SWATX  are seeking a skilled and motivated L2 Support Engineer with expertise across Azure, AWS, and Oracle OCI. The ideal candidate will provide technical support and troubleshooting assistance to enterprise customers, assisting in resolving cloud infrastructure issues. This role involves working closely with L3 engineers, handling escalations, and contributing to knowledge sharing and process improvements. Responsibilities:

• Handle escalated technical issues from L1 engineers.
• Provide advanced troubleshooting for customers across Azure, AWS and Oracle OCI services and architectures.
• Create and maintain technical documentation and runbooks.
• Mentor L1 engineers and conduct knowledge transfer sessions.
• Identify patterns in customer issues and propose solutions.
• Collaborate with AWS service teams on complex customer cases.
• Participate in customer Well Architected Reviews.

Requirements

• Associate or professional-level cloud certification in at least one platform: cloud certification in at least one platform: MicrosoftAzure Administrator Associate, AWS Solutions Architect Associate, or Oracle Cloud Infrastructure Certified Associate.
• 2+ years of experience working with Azure, AWS, or OCI services in an MSP or vendor support role.
• Strong knowledge of networking concepts and security best practices.
• Experience with infrastructure as code (CloudFormation/Terraform).
• Proficiency in at least one programming/scripting language (Python, JavaScript, etc.).
• Experience handling customer support tickets and managing incidents.
• Ability to follow escalation processes and work collaboratively with senior engineers.
• Bachelor's degree in Computer Science or related field (or equivalent experience).