Get to know our Team:
We are looking for an L2 Support Engineer to handle production issues, application incidents, and operational escalations. You will bridge the gap between (L1) support and engineering, overseeing deeper technical investigations, root-cause analysis, and resolution of incidents that impact our platform and customers.
Get to know the Role:
A core part of you will be root-cause analysis, data fixes and validating reconciliation pipelines. They collaborate with L3/engineering on escalations, maintain runbooks and SOPs, and participate in an on-call for incidents. Achieve faster resolution times, fewer repeat escalations, and stronger self-service for the L1 team.
The Critical Task you will perform:
- Be an escalation point for issues that L1 support cannot resolve; assessment, prioritise, and bring incidents to closure within defined Service level agreements.
- Investigate application, database, and infrastructure issues using logs, dashboards, and monitoring tools (e.g., Kibana, Grafana, Datadog, and CloudWatch).
- Perform root-cause analysis (RCA) for recurring problems and document findings, data fixes, and preventive actions.
- Write and run SQL queries (MySQL) to investigate data discrepancies, reconcile records, and support operational checks.
- Handle production support tasks such as data fixes, reprocessing/replaying failed jobs, and validating reconciliation pipelines.
- Collaborate with L3/engineering teams to escalate defects, provide reproduction steps, and validate hot fixes.
- Create runbooks, SOPs, and knowledge-base articles to strengthen L1 self-service and reduce repeat escalations.
- Participate in an on-call and respond to medium-severity incidents.
- Update, and communicate incident/issue status to L1/Partners by ticketing tools (e.g., Jira) and comms channels.
- Identify automation and monitoring gaps; propose and implement improvements to reduce manual toil.
The Essential Skills You Will Need
- 3–4 years of experience in application/production support, technical operations, or a similar L2 support role.
- SQL skills with hands-on experience querying relational databases (MySQL).
- Experience with log analysis and observability tools (ELK/Kibana, Grafana, Datadog, CloudWatch, Splunk, or similar).
- Familiarity with APIs, microservices, and distributed systems troubleshooting (HTTP status codes, request tracing).
- Working knowledge of ticketing and incident-management processes (Jira).
- Problem-solving skills.
- Clear partner updates and documentation.
- Experience supporting payments, banking, or FinTech platforms.
- Exposure to cloud platforms (AWS/GCP/Azure) and container orchestration (Docker, Kubernetes).
- Basic scripting/programming ability (Python, Bash) for building support automation.
- Understanding of CI/CD pipelines and version control (Git/GitLab).
- ITIL foundation or equivalent incident/problem-management knowledge.
Life at Grab
We care about your well-being at Grab, here are some of the global benefits we offer:
- We have your back with Term Life Insurance and comprehensive Medical Insurance.
- With GrabFlex, create a benefits package that suits your needs and aspirations.
- Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
- We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
What we stand for at Grab
We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.