L2 Support Lead Engineer

eBay•Salt Lake City, UT

3d•$98,000 - $130,800•Remote

About The Position

We are looking for a highly motivated L2 Support Lead (MTS 1) Engineer with strong automation expertise to join our engineering team. This role will provide advanced production/application support, drive automation initiatives to reduce manual effort, and improve system reliability and operational efficiency across business-critical platforms. Experience with AI-powered tools and intelligent automation is a strong plus. Experience with Call Center / Contact Center technologies is highly desirable.

Requirements

5+ years of experience in Application Support / Production Support / L2 Support / Site Reliability Engineering roles.
Strong scripting or programming skills (Python, Java, Shell, or similar).
Experience building or maintaining automation frameworks.
Experience with REST APIs, batch jobs, and integration-based systems.
Hands-on experience with monitoring and observability tools.
Strong troubleshooting skills in high-availability environments.
Excellent communication and documentation skills.

Nice To Haves

Experience with Call Center / Contact Center platforms such as: Genesys Cloud, IVR systems, ACD routing and call flows, Workforce management integrations
Experience leveraging AI tools (LLM-based assistants, automation bots) for: Incident triage, Log summarization, Code review or generation, Predictive alerting
Cloud platform experience (AWS/GCP/Azure).
CI/CD and DevOps exposure.
Knowledge of SQL/NoSQL databases.
Experience in performance troubleshooting and load analysis.

Responsibilities

Provide L2 production support for customer-facing and internal business-critical applications.
Troubleshoot, analyze, and resolve complex issues across distributed systems and integrations.
Perform root cause analysis (RCA) and implement permanent fixes to prevent recurrence.
Design and implement automation solutions to reduce operational toil and improve MTTR.
Develop scripts/tools for monitoring, alerting, log analysis, and self-healing workflows.
Support and maintain contact center platforms and integrations.
Partner with Engineering, QE, Infrastructure, and Business teams during releases and incidents.
Participate in on-call rotations and ensure SLA compliance.
Drive continuous improvement of support processes and platform stability.