L2 Support Engineer (Fluent in English)

Notes

12 Months contract (extendable)

Full WFO, South Jakarta

Fluent in English

Jobdesc:

• High-Quality Triage & Classification: Perform an initial assessment of incoming banking issues to accurately classify severity, impact, and technical domain.
• System Isolation: Investigate and isolate root causes across distributed systems without requiring direct code access, utilizing logs, APIs, and monitoring tools.
• Escalation Excellence: Own the escalation quality by providing L3/Engineering teams with comprehensive diagnostic data, reducing back-and-forth communication.
• Vendor & Stakeholder Collaboration: Act as the primary technical point of contact for vendor collaboration and drive third-party resolution for integrated services.
• Cross-Divisional Internal Tools Support: Act as the second layer responder for internal banking tools (e.g., loan origination systems, collection systems, CRM, risk management tools, and back-office portals) used by various business units.
• Log Tracing: Utilize monitoring tools like Splunk or Grafana to trace the complete journey of a customer request from the initial app click to the final database entry and third-party response.
• Root Cause Analysis (RCA): Document and identify the root cause of recurring incidents, collaborating with backend and DevOps teams to implement permanent code or infrastructure fixes.

Requirements

• Banking Operations Understanding of core banking flows, payment gateway flows, and internal banking tools. Internal Systems Experience supporting internal enterprise tools (ERP, CRM, LOS) and understanding cross-divisional workflows.
• Database Familiarity Familiar in SQL (PostgreSQL/Oracle/MySQL) for complex data investigation and transaction auditing.
• Frontend Debugging Experience with mobile app debugging (iOS/Android), HTTP response codes, and tools like Charles Proxy or Postman.
• Technical Literacy Deep understanding of API structures, database queries (read-only), and networking principles to facilitate cross-system troubleshooting System Observability Proficiency in using observability and monitoring tools (e.g., Splunk, Datadog, New Relic) to trace transaction flows and identify bottlenecks.
• Analytical Mindset Strong ability to 'read' system behavior and architecture to identify where a failure occurs within a complex ecosystem Tools Jira, Grafana, Slack, Splunk, OneDash/internal tools (Audit Trail), OpenSearch, Superset DB Replica, AWS Console General Requirements
• Bachelor’s Degree in Computer Science, Information Technology, or a related field.
• Minimum 3+ years of experience in L2 support, production support, or technical ops within the fintech or banking industry.
• Exceptional analytical skills with a "Zero Tolerance for Error" mindset regarding financial data.
• Ability to remain calm and effective under pressure during system outages or high-traffic periods.
• Strong communication skills to translate complex technical issues into actionable insights for business stakeholders.