SDE2 - Customer Experience (L2)

📋 Description

• Own and resolve advanced L2 incidents end-to-end, including root-cause analysis, customer
• Investigate escalated issues involving JavaScript workflow logic, JSON configuration errors, API
• Analyse Grafana dashboards and observability stacks (Loki, Tempo) to detect and diagnose system
• Review and optimize SQL queries to identify performance bottlenecks and data integrity issues
• Mentor and guide Software Development Engineer(L1) on debugging approaches, RCA writing, and
• Lead knowledge-base initiatives — authoring runbooks, troubleshooting guides, and technical SOPs.

🎯 Requirements

• 8+ years of experience in JavaScript development, Solutions development, Application Support
• Strong hands-on skills in JavaScript (workflow debugging, process rule analysis) and JSON handling.
• Proficiency in SQL — able to write, debug, and optimise queries and diagnose data anomalies.
• Familiarity with observability tools such as Grafana, Loki, or Prometheus.
• Solid understanding of REST API interactions, HTTP semantics, and integration patterns.
• Experience with AWS or equivalent cloud platform at a working level.

🎁 Benefits

• Unique opportunity to form a front-facing layer that not only is the front-line to customer
• Work across the full tech stack — from debugging backend services(Java, spring boot) to exploring
• Build internal tools, fix production issues, and contribute to engineering stability, all while
• Be part of a high-impact team that bridges engineering and customer experience, where your work
• Join a company that values learning, ownership, and long-term growth.