Job Description

Job Description - Grade Specific

We are seeking a Service Engineer L2 to join our 24x7 service operations team. This role is designed for experienced professionals with strong troubleshooting and automation capabilities in complex online and distributed environments.

What will you do in the project?

As an L2 engineer, you will take ownership of advanced incident resolution, contribute to root cause analysis, and proactively drive automation and service improvements. You will play a key role in ensuring service stability, performance, and continuous improvement.

The position requires shift work and on-call duties as part of a continuous operations model.

Key Responsibilities

Monitor, troubleshoot, and resolve complex incidents in distributed and online service environments
Perform advanced diagnosis and debugging of faults, ensuring rapid mitigation and recovery
Own escalated incidents from L1 and drive resolution end-to-end
Conduct root cause analysis (RCA) and contribute to post-incident reviews
Identify recurring issues and design automation solutions to improve efficiency and reduce manual effort
Develop scripts and tools to automate operational tasks and incident resolution
Collaborate with feature and engineering teams to identify and execute recovery actions
Communicate effectively with internal stakeholders, external customers, and partners
Provide accurate and timely updates on incident status and business impact
Ensure compliance with data protection regulations, including GDPR

Required Skills & Experience

Strong college hire or 1-2 years of experience in service operations
2-4 years of experience diagnosing/debugging faults in complex online services
Demonstrated experience diagnosing/debugging faults in distributed systems
Working knowledge of enterprise network gear including routers, switches, and load balancers
Working knowledge of enterprise routing protocols and IP subnetting
Experience using diagnostic tools such as Netmon, WinDBG, and Wireshark
Experience with scripting using PowerShell, SQL, and Python
Ability to identify and script automatable problems, with a focus on efficiency and scalability
Knowledge of Azure and Microsoft 365 architectural concepts (Azure Portal, Storage Nodes, VMs, etc.)
Understanding of GDPR laws and data protection principles

Core Competencies

Strong analytical and problem-solving skills in complex environments
Ability to diagnose and mitigate faults independently
Ability to identify and drive recovery levers with feature teams
Strong communication skills in written and spoken English (fluent level required)
Ability to interact with external customers and partners
Ability to perform under pressure in a fast-paced, deadline-driven environment
Ability to execute work with high precision in critical outage scenarios
Strong focus on automation, efficiency, and continuous improvement
High sense of ownership and accountability

Working Model
12x5 service coverage (service coverage from 8:00 AM to 8:00 PM) with rotating shifts.
Participation in on-call (standby) rotations
Fully on-site role (Madrid, Málaga, or Asturias offices)