L1 L2 Support Engineer

Job Description

Appealing Points

• Work with Cutting-edge Technology: Opportunity to work with modern infrastructure such as AWS, Kubernetes, and microservices, using advanced monitoring tools like Grafana, Loki, and Sentry in a 24/7 operations environment.
• Wide Scope for Skill Development from L1 to L2: Gain experience across various responsibilities like incident management, problem resolution, B2B support, and knowledge sharing, enabling career growth from entry-level (L1) to advanced (L2) roles.
• Bilingual and Global Work Environment: Utilize both Japanese and English in a professional setting, collaborating with global teams such as Client Mobile and enhancing technical and communication skills in an international environment.

Annual Salary: 7 Million and above

Responsibilities:

• 24/7 Monitoring & Alert Management (L1 Focus):
  • Proactively monitor application, service health, infrastructure (AWS, Kubernetes), and network alerts across all platforms, including the eSIM service.
  • Utilize monitoring tools such as Grafana, Loki, Sentry, AWS CloudWatch, and automated email reports to identify anomalies and incidents.
  • Analyze platform behavior and proactively identify potential issues to prevent service disruptions.
• Incident Management & First Response (L1 Focus):
  • Act as the primary point of contact for all incoming incidents, whether from monitoring alerts or reported by users/B2B customers.
  • Perform initial logging, triaging, prioritization, tracking, and routing of incidents within ticketing systems (Jira, ServiceNow, Telna Ticketing Platform, Zendesk).
  • Adhere strictly to defined Service Level Agreements (SLAs) for first response time.
  • Perform initial troubleshooting using predefined runbooks and standard operating procedures (SOPs).
  • Record events, problems, and their resolutions accurately in logs and ticketing systems.
• Advanced Incident Resolution (L2 Focus):
  • Serve as the primary escalation point for incidents unresolvable by L1, providing advanced troubleshooting and diagnosis.
  • Resolve incidents within agreed-upon SLAs and timelines, leveraging runbooks, MOPs, and deep technical knowledge.
  • Perform deep-dive troubleshooting for application, data, integration, and underlying infrastructure-related problems.
  • Analyze logs (application, system, AWS, Kubernetes, microservices) using tools like Loki, Sentry, and AWS CloudWatch to identify root causes.
  • Coordinate with other support or dependency groups (internal or Client Mobile's L3/DevOps) when incidents have linkages.
• Communication & Escalation:
  • Classify incidents based on severity and impact, escalating critical issues promptly to the L2 team (for L1) or the Incident Manager/Client Mobile's L3/DevOps teams (for L2).
  • Direct unresolved issues to the appropriate next level of support personnel.
  • Provide timely and professional communication to end-users and stakeholders regarding incident status and resolution.
  • Gather and pass on feedback or suggestions from customers to the appropriate internal teams.

Job Qualifications:

• Bachelor of Science (BSc) degree in Computer Science, Information Technology, or a related technical field from a nationally recognized/certified university.
• 3-5+ years of hands-on experience in a technical support, network operations, or IT service desk role, preferably in a 24/7 environment. (This range covers both L1 and L2 expectations).
• Proven experience with advanced configuration and troubleshooting of complex IT systems.
• Strong hands-on experience with AWS cloud infrastructure and monitoring (e.g., EC2, VPC, S3, CloudWatch, Lambda).
• Experience with containerization technologies, especially Kubernetes, and microservices architectures.
• Proficiency with monitoring tools such as Grafana, Prometheus, ELK Stack, Loki, and Sentry.
• Solid understanding of networking concepts, Linux/Unix administration, and analyzing system logs.
• Experience with database querying and basic operations.
• Proficiency in scripting (Shell/Bash, Python) for automation and troubleshooting.
• Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk).
• Excellent analytical, problem-solving, and critical-thinking skills.
• Strong communication and interpersonal skills, with the ability to explain complex technical issues clearly.
• Outstanding customer service skills and a dedication to delivering a positive customer experience.
• Ability to work effectively within a team and independently in a fast-paced, constantly changing environment, including shift work and on-call rotations for 24/7 coverage.
• High level of accountability, excellent work ethic, and a proactive attitude.
• Excellent written and oral communication skills in English and Japanese.

Preferred qualification:

• Experience with CI/CD pipelines and understanding of DevOps methodologies.
• ITIL Foundation certification.
• AWS certifications (e.g., Solutions Architect Associate, SysOps Administrator Associate).
• Ability to communicate in Japanese is a significant plus, especially for Client accounts.
• Experience with basic fault finding and fault escalation in a network environment.
• Ability to multi-task efficiently and manage competing priorities.

Languages:

• English (Overall - 3 - Advanced), Japanese business level (N2)

About Company 

The largest eCommerce company in Japan, and the third-largest eCommerce marketplace company worldwide. The organization provides a variety of consumer and business-focused services including e-commerce, e-reading, travel, banking, securities, credit card, e-money, portal and media, online marketing, and professional sports.  The company is expanding globally and currently has operations throughout Asia, Western Europe, and the Americas. 

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No smoking indoors allowed
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