L2 Support Engineer (night shift, US timezone)

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Stellenbeschreibung:

L2 Support Engineer

Location: Remote – Vietnam / Indonesia

Type: Full-Time Contractor

Working Hours: 8:00 am – 5:00 pm Dallas CST / 10:00 pm – 7:00 am GMT+7. Night shift differential applies.

About Us

Automation Consulting Pty Ltd is an Australian-based AI and automation consultancy helping businesses streamline operations with smart, scalable solutions.

About Our Client

Our client is a dynamic Australian FinTech startup revolutionizing payments. Their innovative platform empowers businesses with cutting‑edge payment solutions, enhancing efficiency while offering valuable rewards. Launched in 2019, they've quickly become one of Australia's fastest growing fintech companies.

Role Overview

This role is critical to the stability, reliability, and scalability of the platform as the client expands into the United States. The L2 Support Engineer sits at the intersection of Engineering, Operations, and Product, providing deep technical triage and operational support for customer‑impacting issues.

As the first line of defence for US incidents, you'll triage issues, execute fixes from documented playbooks, and upscale complex problems with enough context for engineering to act immediately. You'll coordinate incident response and customer communication with Operations, and feed insights back to Product and Engineering to prevent future issues.

IMPORTANT NOTE

This role is specifically with our client (Australian FinTech) and NOT with Automation Consulting. The scope of work is focused on platform support and operations and does NOT include any GenAI development work.

Key Responsibilities

Triaging P0/P1 incidents and escalations from Support or Operations during US hours
Investigating issues to identify root cause, impact, and severity
Executing fixes from documented runbooks autonomously (once trained)
Deploying fixes when incidents require it, within defined access and approval boundaries
Coordinating with Operations on incident management and customer communication
Escalating to Engineering with clear context: reproduction steps, impact assessment, hypothesis, and recommended fix
For cross-regional incidents (affecting both US and AU), providing support and context to AU incident owner rather than taking ownership directly
Contributing to runbook library and identifying recurring issues to feed back to Engineering and Product

Required Skills & Qualifications

Debugging application and infrastructure issues across multiple services
Writing and maintaining scripts to assist with diagnostics, automation, or data fixes
Strong SQL (Postgres) knowledge for investigating data issues and validating system state. Familiarity with MongoDB is beneficial.
Experience with Node.js/TypeScript for backend services, React for frontend applications. Ability to learn and debug these in production is essential.
Familiarity with AWS managed services (ECS, RDS, Lambda, CloudFront, Redis)
Reading, filtering, and analysing logs (grepping logs, tracing request flows)
Understanding of APIs, background jobs, and asynchronous workflows
Ability to reason about system behaviour under failure or load
Assess incident severity, make rollback decisions under pressure, and know when to escape

Preferred (Nice-to-Have) Qualifications

Experience with payments or fintech systems
Prior L2/L3 support engineering at scale
Familiarity with incident management tooling and practices

Success Indicators

You will be expected to own US incident response end-to-end and progressively reduce dependency on the AU engineering team. Over time, you'll be measured on response and resolution times, runbook adoption, and your ability to contribute to long‑term platform reliability improvements.