We are seeking a highly motivated L2 Lead Support Engineer with strong automation expertise to join our engineering team. This role is responsible for providing advanced production and application support for customer-facing and internal business-critical platforms while driving automation initiatives that improve reliability, operational efficiency, and system stability. The position works closely with Engineering, Quality Engineering, Infrastructure, and Business teams to support complex distributed systems, integrations, and contact center technologies.
What you will accomplish:
Provide advanced L2 support for customer-facing and internal business-critical applications, ensuring reliable platform operations and SLA compliance.
Investigate, troubleshoot, and resolve complex issues across distributed systems, integrations, APIs, and batch processing environments.
Conduct root cause analysis and implement permanent corrective actions to reduce recurring incidents and improve platform stability.
Design and deliver automation solutions that reduce manual effort, improve operational efficiency, and decrease mean time to resolution (MTTR).
Develop and maintain tools, scripts, and workflows for monitoring, alerting, log analysis, and self-healing capabilities.
Support and enhance contact center platforms and integrations, including call routing, IVR, and workforce management-related services.
Collaborate with cross-functional teams during releases, incidents, and continuous improvement initiatives to strengthen system reliability and operational effectiveness.
What you will bring:
5+ years of experience in Application Support, Production Support, L2 Support, Site Reliability Engineering, or similar roles.
Strong scripting or programming skills using Python, Java, Shell, or comparable technologies.
Experience building, maintaining, or enhancing automation frameworks and operational tooling.
Hands-on experience working with REST APIs, integration-based systems, and batch processing environments.
Experience using monitoring, observability, and alerting tools to support high-availability systems.
Strong troubleshooting, communication, and documentation skills, with the ability to work effectively across technical and business teams.
Experience supporting contact center technologies such as Genesys Cloud, IVR systems, ACD routing, call flows, or workforce management integrations is highly desirable. Exposure to AI-powered tools, cloud platforms (AWS, GCP, Azure), CI/CD practices, DevOps methodologies, databases, and performance analysis is a plus.
Additional Information:
Participation in an on-call rotation is required.
This role is well suited to someone who values automation, continuous improvement, and building resilient, self-healing systems within complex, high-scale environments.
Additional Details
eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.
