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Support Engineer L3

Fractal
Bengaluru, IND
Full-time
Mid
Hybrid
Discovered 1 weeks ago
gcp

Full Job Posting

Key Responsibilities:

  • Production Support & Incident Management
  • Provide L3 support by resolving incidents escalated from L2 teams within defined SLAs.
  • Handle highly complex and specialized technical issues across data pipelines and platforms.
  • Perform detailed root cause analysis (RCA) for recurring and critical issues.
  • Participate in on‐call rotations to support critical production incidents.
  • Support Problem Management, Break‐Fix, and Minor Enhancements activities.
  • Platform Operations & Enhancements
  • Perform and support change requests and platform enhancements.
  • Prioritize incidents, service requests, and enhancements based on business impact and available capacity.
  • Ensure stability, performance, and scalability of data pipelines and infrastructure.
  • Collaborate with stakeholders to implement minor functional and technical improvements.
  • Automation & Continuous Improvement
  • Proactively identify opportunities to automate repetitive operational tasks.
  • Drive continuous improvement initiatives to reduce incidents and improve support efficiency.
  • Enhance monitoring, alerting, and self‐healing mechanisms where applicable.
  • Knowledge & Process Management
  • Continuously update and maintain SOPs, runbooks, and Knowledge Base articles.
  • Mentor and guide L1/L2 support teams, improving overall support maturity.
  • Ensure operational best practices and compliance are followed consistently.
  • Required Technical Skills
  • Cloud & Data Platforms
  • Google Cloud Platform (GCP) with strong hands‐on experience in:
  • Dataproc
  • BigQuery
  • Cloud Run
  • Compute Engine
  • Cloud Storage
  • IAM
  • Data Engineering & Processing
  • Strong experience with Apache Spark
  • Hands‐on experience with Hive
  • Solid understanding of distributed data processing concepts and performance tuning
  • Workflow Orchestration
  • Experience with Apache AirflowS (DAG design, troubleshooting, monitoring)
  • Working knowledge of Scala
  • Programming & Scripting
  • Strong proficiency in Python
  • Experience with Shell scripting (Bash)

Preferred Qualifications

  • Experience supporting large‐scale production data platforms.
  • Familiarity with CI/CD pipelines for data platforms.
  • Experience with monitoring, logging, and alerting tools.
  • Knowledge of data governance, security, and access control best practices.
  • Strong analytical, problem‐solving, and communication skills.
  • Behavioral & Soft Skills
  • Ability to work in high‐pressure production environments.
  • Strong ownership, accountability, and customer‐centric mindset.
  • Excellent collaboration skills with cross‐functional teams.
  • Proactive approach to problem solving and process improvement.
  • Coverage & Support Model
  • 8×5 operational coverage
  • Nice-to-Have
  • Experience working in ITIL-based support environments.
  • Exposure to cost optimization and performance tuning in GCP.
  • If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
  • Not the right fit? Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest!

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