[IT Delivery Center] Senior L2 Support Engineer

Job description

We are looking for a proactive and customer-focused Principal Product Sustenance Engineer to drive product support, incident resolution, and continuous product improvements. The ideal candidate should possess strong analytical and troubleshooting skills, collaborate effectively across multiple teams, and ensure timely resolution of production issues while maintaining high customer satisfaction. Key Responsibilities Lead investigation and resolution of complex production issues and customer-reported incidents. Handle user access management and data management (importation, update, migration etc.) requests. Lead troubleshooting and coordinate with Dev, Infra, and Network teams. Working knowledge of ESB (Enterprise Service Bus) or Message Queuing (MSMQ) is an added advantage Experience with an observability platform like Grafana for troubleshooting, monitoring and alerting is a must. Analyse application logs, SQL data, and system behaviour to identify root causes. Experience in writing SQL queries for troubleshooting, data validation, and issue analysis. Coordinate with Development, QA, Product Management, Infrastructure, and Customer Support teams to drive issue resolution. Track, follow up, and ensure timely closure of action items across cross-functional teams. Perform root cause analysis (RCA) and recommend preventive and corrective actions. Drive continuous improvement initiatives to reduce incident volume and improve product stability. 4-6 years of working experience in L2 production/application support. Technical Skills: Proficient in writing SQL queries for data analysis and issue investigation. Ability to verify and validate data across multiple systems and databases. Hands-on experience in converting Excel data into SQL scripts. Experience in troubleshooting application errors using logs, SQL queries, and system diagnostics. Good understanding of enterprise application architecture and business workflows. Experience in integration troubleshooting (REST APIs, file-based, message-based and service integrations). Familiarity with monitoring and logging tools such as Grafana, Kibana, Splunk, or similar tools is desirable. Working knowledge of programming languages and software development lifecycle (SDLC), release management, and incident management processes. Functional Skills: Excellent business communication and stakeholder management skills. Excellent domain knowledge - meaning a very good understanding of the business, applications, and functionalities. Strong ownership with the ability to drive issues to closure. Excellent follow-up and action tracking skills. Strong analytical and problem-solving abilities. Ability to quickly understand business processes and product functionality. Experience coordinating across multiple teams and managing competing priorities. Customer-focused mindset with a commitment to delivering high-quality support. We support your development! Do you feel you don’t match 100% of the requirements? Don’t hesitate to apply anyway! Eurofins companies are committed to supporting your career development. We embrace diversity! As an Equal Opportunity Employer, the Eurofins network of companies believes in strength and innovation through diversity. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique. Sustainability matters to us! We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we count on our dedicated carbon reduction team to help us to achieve this goal! Find out more on our Careers page: Company description : Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. The Eurofins network of companies believes that it is a global leader in food, environment, pharmaceutical and cosmetic product testing and in discovery pharmacology, forensics, advanced material sciences and agroscience contract research services. It is also one of the market leaders in certain testing and laboratory services for genomics, and in the support of clinical studies, as well as in biopharma contract development and manufacturing. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products. In over 37 years, Eurofins has grown from one laboratory in Nantes, France to ca. 63,000 staff across a decentralised and entrepreneurial network of more than 950 laboratories in over 1,000 companies across 60 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products. In 2024, Eurofins generated total revenues of EUR 6.95 billion, and has been among the best performing stocks in Europe over the past 20 years. Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate. Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.