L1 / L2 Support Engineer – Cloud & Container Support | Hyderabad | Chennai

Job Title: L1 / L2 Support Engineer
Company: Snapper Future Tech
Job Level: Associate
Experience Required: 1–2 Years
Employment Type: Full-Time
Job Locations: Hyderabad, Telangana | Chennai, Tamil Nadu
Vacancies: 1
Salary: Not Disclosed
Industry: IT Services, Cloud Computing, DevOps Support, Enterprise Software

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About the Company

Snapper Future Tech is a technology-driven organization focused on delivering enterprise-grade software platforms, cloud-native solutions, and modern infrastructure support. The company works with cutting-edge technologies such as containers, orchestration platforms, distributed systems, and DevOps tooling, supporting global clients across multiple industries.

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Role Overview – L1 / L2 Support Engineer

The L1 / L2 Support Engineer role focuses on providing first-level and second-level technical support for applications and infrastructure running in Linux, containerized, and cloud environments. This position is ideal for professionals with experience in ticket-based support, troubleshooting, log analysis, and basic cloud-native technologies such as Docker and Kubernetes.

You will act as a key point of contact for incident resolution, collaborating with internal engineering teams to ensure high system availability, fast issue resolution, and excellent customer experience.

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Key Responsibilities

L1 / L2 Technical Support

• Provide L1 and L2 support via calls, emails, and ticketing systems.
• Handle incidents, service requests, and basic problem management tasks.
• Perform accurate incident logging, categorization, prioritization, and escalation.

Troubleshooting & Issue Resolution

• Diagnose and resolve issues related to Linux systems, applications, containers, and services.
• Analyze application logs, system logs, and error traces to identify root causes.
• Troubleshoot Docker and Kubernetes-based workloads at a basic level.

Ticketing & Documentation

• Use JIRA or similar ITSM tools to manage support tickets.
• Maintain detailed case documentation, resolution steps, and knowledge base articles.
• Improve existing support documentation for faster future resolutions.

Collaboration & Escalation

• Work closely with L3 support, DevOps, QA, and development teams.
• Escalate critical or unresolved issues following defined SLA and escalation matrices.
• Participate in testing and validation of software updates and patches.

Monitoring & Continuous Improvement

• Assist in monitoring application health and system performance.
• Proactively identify recurring issues and suggest process or tooling improvements.
• Stay updated with emerging technologies in cloud, containers, and DevOps ecosystems.

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Required Skills (Must-Have)

• Linux (Advanced): Command-line operations, process management, file systems, logs.
• Ticketing Tools: Basic experience with JIRA or similar tools.
• Databases: Basic SQL for querying and troubleshooting.
• Containers: Basic understanding of Docker and Kubernetes.
• HLF (Hyperledger Fabric): Basic familiarity is an advantage.
• Strong problem-solving, communication, and customer-handling skills.

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Good-to-Have Skills

• Container orchestration concepts
• Java or JavaScript fundamentals
• Python or other scripting languages
• Kafka basics
• Log analysis and troubleshooting techniques
• Software update testing and validation
• Basic programming knowledge
• Experience maintaining customer issue records

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Required Candidate Profile

• Education: Bachelor’s degree in Computer Science / IT or related discipline.
• Experience: 1–2 years of hands-on experience in L1/L2 technical support roles.
• Experience supporting Linux-based systems and containerized environments.
• Customer-focused mindset with strong analytical and communication abilities.
• Ability to work in fast-paced production support environments.

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Career Growth Opportunities

L1/L2 Support Engineer → Senior Support Engineer → DevOps Support Engineer → Site Reliability Engineer (SRE) → Cloud Engineer → Platform Engineer

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High CPC SEO Keywords (Optimized)

L1 Support Engineer Jobs, L2 Support Engineer Jobs, Technical Support Engineer, Linux Support Engineer, Cloud Support Engineer, DevOps Support Engineer, Kubernetes Support Jobs, Docker Support Engineer, IT Support Jobs, Application Support Engineer, Production Support Engineer, Cloud Infrastructure Support, Enterprise IT Support

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High CPC Target Countries (Traffic & Ad Revenue Optimized)

United States, Canada, United Kingdom, Germany, Netherlands, Switzerland, Australia, Singapore, United Arab Emirates, Saudi Arabia, Ireland, Sweden, Norway, India

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