L2 Support Engineer

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to know our Team

The L2 Tech Support team provides technical assistance to multiple Support and Engineering teams, both internal and external. Team will provide technical support for issues raised by multiple teams related to Consumers which includes Passengers, Drivers, Merchants and any other partners.

Get to know the Role

You will;

Provide technical support to customer issues and other complex and escalated issues.

Provide troubleshooting and technical support through Jira, messenger, other Web-based tools and email.

Guide communication between customers, Support teams and Engineering teams.

Collaborate with other teams and experts whenever required to solve complex technical issues.

Be an Individual Contributor reporting to a Senior Specialist, Payment Operations in the team.

Work onsite at our office based in Bangalore.

The Critical Tasks You Will Perform

You will;

Support product and feature launches by collaborating with business operations and engineering teams.

Troubleshoot and resolve technical issues, ensuring minimal disruption to partners.

Enhance system reliability, stability, and scalability in partnership with engineering teams.

Lead outage calls, and driving issue resolution to minimise user impact.

Document and share operational, maintenance, and troubleshooting procedures across teams.

Qualifications

The Essential Skills You Will Need

Minimum of 3 years of relevant experience supporting product, system, or application launches with an understanding of Software Development Life Cycle.

Must have at least 2 years experience related to support or operations.

Experience in MySQL, and writing SQL queries.

Proficiency in languages and online tools such as Go-LanG, Kibana, Jira, power-Bi and web-based email platforms.

Excellent troubleshooting to diagnose complex technical issues by code debugging.

Experience implementing processes for efficient issue tracking, reporting, and resolution while maintaining Service Level Agreements.

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer

We have your back with Term Life Insurance and comprehensive Medical Insurance.

With GrabFlex, create a benefits package that suits your needs and aspirations.

Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave

We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.

What we stand for at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.

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