The Service Operations Engineer – SME (L2 Resolver) provides advanced technical support and subject matter expertise for a primary product or service
Job Summary
The Service Operations Engineer – SME (L2 Resolver) provides advanced technical support and subject matter expertise for a primary product or service.
This role is critical in handling escalated incidents and complex technical issues, improving service reliability, and continuously enhancing operational knowledge.
The engineer works cross-functionally with engineering, assurance, product, and delivery teams and plays a key part in ensuring enterprise customers receive consistent, high-quality support.
Matching Summary
The Service Operations Engineer – SME (L2 Resolver) provides advanced technical support and subject matter expertise for a primary product or service.
Skills & Requirements
Must-have
Advanced technical support
Subject matter expertise
Handle escalated incidents
Troubleshoot production issues
Cross-functional collaboration
Maintain technical documentation
Nice-to-have
Creating a Globe of Good
Passion for making a difference
Continuous enhancement of knowledge
Proactive service assurance efforts
Key Requirements
3–5 years in technical support, platform operations, or DevOps roles
L2 experience supporting enterprise customers
Bachelor’s in IT, Computer Science, or equivalent technical background