Senior Support Engineer – Cloud & Data Engineering (L2 Support)

Location: Colombia (Remote/Hybrid)
Job Type: Full-time
Department: Technology Product Development Support

About the Role

We are seeking a highly skilled Senior Support Engineer Cloud & Data Engineering to join our production support team. This role is ideal for a professional with strong experience supporting enterprise-scale data platforms and cloud-based data engineering environments.

The successful candidate will be responsible for providing Level 2 (L2) production support troubleshooting complex technical issues resolving incidents and ensuring the stability and availability of critical data pipelines and workflows. The position requires hands-on expertise with Azure Databricks SQL Apache Airflow and Azure cloud-based data engineering concepts.

This role operates in a fast-paced support environment and requires participation in a rotational on-call schedule including weekend support when required.

Key Responsibilities

• Provide L2 support for Azure Databricks environments including cluster issues job failures notebook troubleshooting and Spark performance bottlenecks.

• Investigate and resolve SQL-related issues including query failures performance degradation and data quality inconsistencies.

• Troubleshoot Apache Airflow DAG failures scheduling issues task retries and workflow dependencies.

• Support production ETL/ELT pipelines and enterprise data platforms.

• Perform root cause analysis for escalated incidents and implement long-term solutions.

• Monitor and maintain the health and reliability of production data workflows.

• Manage support tickets while ensuring adherence to service-level agreements (SLAs).

• Analyze logs and system behavior to diagnose and resolve technical issues quickly.

• Participate in incident bridges outage investigations and post-incident reviews.

• Collaborate with engineering and development teams to improve platform reliability and operational excellence.

• Support QA UAT and production releases.

• Maintain technical documentation runbooks and knowledge base articles.

• Communicate effectively with both technical and business stakeholders regarding incident status and resolution.

Required Qualifications

• Bachelors degree in Computer Science Information Technology Engineering or a related field.

• 46 years of experience supporting enterprise data platforms big data environments or cloud-based applications.

• Experience working in a Level 2 production support environment handling escalations and critical incidents.

• Strong hands-on experience with:

  • Azure Databricks

  • Apache Spark

  • SQL (advanced querying optimization troubleshooting)

  • Apache Airflow

  • ETL/ELT data pipelines

• Understanding of Azure cloud services and modern data engineering concepts.

• Experience troubleshooting distributed data processing systems.

• Familiarity with ticketing and incident management platforms such as ServiceNow or Jira.

• Strong analytical and problem-solving skills.

• Excellent verbal and written communication skills.

• Ability to manage multiple priorities in a high-pressure production support environment.

Preferred Qualifications

• Experience optimizing Spark workloads and Databricks jobs.

• Knowledge of Hadoop ecosystems and big data technologies.

• Experience with cloud platforms such as Azure AWS or GCP.

• Python scripting experience for troubleshooting automation or operational support.

• Familiarity with CI/CD pipelines and DevOps practices.

• Experience supporting mission-critical enterprise applications and data platforms.

• Knowledge of monitoring and observability tools.

Support Coverage Requirements

This position requires participation in a rotational support schedule to ensure coverage of critical production systems.

Candidates must be able to:

• Participate in weekend support rotations.

• Respond to high-priority incidents outside standard business hours.

• Support production environments during critical releases or escalations.

• Maintain SLA compliance across assigned support windows.

What Were Looking For

We are looking for a technically strong support professional who enjoys solving complex production issues and ensuring operational excellence. The ideal candidate combines deep technical expertise in modern data platforms with a proactive customer-focused mindset and a passion for system reliability.