Senior SDE - Customer Experience (L2)
On-siteBengaluru, Karnataka, India
Job Summary
Own and resolve advanced L2 incidents end-to-end, performing root-cause analysis on JavaScript workflows, API anomalies, and database irregularities. Analyze Grafana dashboards and Loki/Tempo stacks to detect system anomalies proactively, while reviewing and optimizing SQL queries to address performance bottlenecks. Mentor Software Development Engineers (L1) on debugging approaches, RCA writing, and escalation best practices. Lead knowledge-base initiatives by authoring runbooks, troubleshooting guides, and technical SOPs to reduce repeat queries. Partner with engineering teams in postmortems to improve product robustness and contribute to AI solutioning and internal automation tools. Participate in on-call rotations and lead critical-incident responses outside business hours.
Required Qualifications
- 8+ years of experience in JavaScript development, Solutions development, Application Support, Customer Engineering or a related role
- Strong hands-on skills in JavaScript (workflow debugging, process rule analysis) and JSON handling
- Proficiency in SQL — able to write, debug, and optimise queries and diagnose data anomalies
- Familiarity with observability tools such as Grafana, Loki, or Prometheus
- Solid understanding of REST API interactions, HTTP semantics, and integration patterns
- Experience with AWS or equivalent cloud platform at a working level
- Demonstrated ability to mentor junior engineers and drive knowledge-sharing within a team
- Excellent communication skills — able to distill complex technical findings into clear customer and internal communications
- This role will be mapped to customers' locations across the world and hence would primarily be working in US and EMEA working hours
- In future this role might be required to work over weekends as well
Desired Qualifications
- Expertise in React would be an added bonus
- Exposure to backend development in Java/Spring Boot or frontend in React
- Understanding of field service management or workflow-orchestration domains
- ITIL V3/V4 foundation or equivalent service-management certification
- Experience building or contributing to AI solutions, internal tooling or automation scripts
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.