Senior Support Engineer (L2/L3 Operations)

Recruiter:

A 1L Realization (Pty) Ltd

Job Ref:

JHB001005/Tshid

Date posted:

Thursday, July 2, 2026

Location:

Johannesburg, South Africa

SUMMARY:
Our client in the Telco sector is seeking a Senior Support Engineer (L2/L3 Operations) on a contract duration of 6 months.

Role Purpose

The Senior Support Engineer is responsible for providing advanced (L2/L3) operational support across enterprise data platforms, APIs, analytics systems and digital services. The role ensures rapid incident resolution, deep technical troubleshooting and root-cause analysis across production environments supporting DataCo’s data products, ML systems and customer-facing applications. The role plays a critical part in maintaining service stability, minimizing downtime and ensuring operational excellence.

POSITION INFO:
Key Responsibilities Provide L2 and L3 technical support for incidents across data platforms, APIs, applications and analytics services. Perform deep root-cause analysis (RCA) of complex production issues across distributed systems and cloud environments. Monitor, investigate and resolve incidents related to data pipelines, APIs, dashboards and platform services. Collaborate with Cloud Engineers, Platform Engineers, Big Data Engineers and MLOps Engineers to restore services quickly. Manage incident lifecycle including triage, escalation, resolution and post-incident reporting. Identify recurring issues and work with engineering teams to implement permanent fixes and improvements. Support operational readiness, including release validation and production deployment checks. Maintain knowledge base articles, runbooks and operational documentation. Participate in on-call rotations and ensure timely response to critical production incidents. Track system performance, availability and reliability metrics in collaboration with SRE and Infrastructure teams. Ensure compliance with operational processes, security standards and change management procedures. Contribute to continuous improvement of monitoring, alerting and support processes. Qualifications & Experience Bachelor's degree in Information Technology, Computer Science, Engineering or related discipline. 5-10 years' experience in IT support, technical operations or production support roles. Strong experience in L2\/L3 incident management and troubleshooting in complex environments. Experience supporting cloud-based platforms (Azure, AWS or GCP). Strong understanding of APIs, distributed systems, data pipelines and enterprise applications. Experience with monitoring tools (e.g. Azure Monitor, Prometheus, Grafana, Splunk or similar). Strong scripting or technical skills (Python, Bash, PowerShell or similar) is advantageous. Experience in data-driven or telecommunications environments is preferred. ITIL certification or equivalent operational framework knowledge is beneficial. Key Competencies Incident management (L2\/L3 support) Root cause analysis (RCA) Production troubleshooting Cloud platform operations Monitoring and observability API and system diagnostics Data and application support Communication and escalation management Problem-solving under pressure Operational discipline and documentation

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