L2 Support Engineer IRC299003

We are seeking a skilled L2 Support Engineer to provide advanced technical and application support for the WPP Open platform, ensuring high service availability and an exceptional experience for global users across our agency network.

Role Overview

Acting as a key escalation and coordination point within the global support team, you will diagnose and resolve complex issues, support platform stability, and collaborate with engineering and operations teams to improve service delivery.

Requirements

Required Skills & Experience

• 3+ years in application/technical support for enterprise systems
• Strong SQL and scripting experience (Python preferred)
• Experience with APIs (e.g., Postman)
• Familiarity with GCP, Terraform, and containerized environments (Kubernetes)
• Experience with tools such as Jira, ServiceNow, Zendesk, Datadog, PagerDuty, ArgoCD
• Understanding of SDLC and ITIL best practices
• Strong communication, documentation, and troubleshooting skills

Nice to Have

• ITIL certification
• Experience in AdTech / advertising industry
• Knowledge of Advertising APIs
• Experience with performance or security testing
• Exposure to designing or improving support processes

Job responsibilities

Key Responsibilities

• Provide L1/L2 technical and application support for internal users
• Investigate, diagnose, and resolve complex software issues, including workarounds
• Manage access requests and perform routine support tasks (e.g., password resets)
• Execute runbooks and escalate issues using defined procedures
• Perform regression testing and validate bug fixes
• Monitor incidents and contribute to root cause analysis
• Maintain accurate ticket documentation and support knowledge base updates
• Collaborate with development and operations teams to resolve issues and improve processes
• Support SLA/KPI reporting and service performance analysis
• Contribute to onboarding, mentoring, and knowledge sharing within the team

What we offer

Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.

Collaborative Environment: Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules. We offer you the best quality of work life so that you exceed the expectations of our clients, while achieving your professional and personal ambitions.

Professional Development: Our dedicated Learning & Development team regularly organizes English classes, professional certifications, and technical and soft skill trainings. We also offer the chance to travel internationally

Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, extended paternity leave, annual performance bonuses, and referral bonuses.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.