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About the Role
As a Level 2 Platform Support Engineer, you will take ownership of complex technical incidents, working across Kubernetes, networking, security, and platform tools to restore services quickly and reliably. You will act as the key bridge between L1 support and L3 engineering, performing deep troubleshooting, identifying root causes, and implementing lasting fixes while helping improve platform stability, documentation, and operational processes across our environments.
Requirements
Key Responsibilities — Level 2 Platform Support Engineer
Handle incidents escalated from L1 and restore services within SLA.
Perform in-depth troubleshooting using logs, metrics, and traces.
Identify root causes and provide both temporary mitigations and permanent fixes.
Act as the technical bridge between L1 support and L3 engineering teams.
Troubleshoot Kubernetes workloads, scheduling, node failures, and container issues.
Support service mesh, ingress/egress traffic, and secure service-to-service communication.
Resolve networking, TLS/mTLS, and certificate-related problems.
Support Vault, secrets management, and secure credential workflows.
Troubleshoot Argo CD, Helm, and GitOps deployment issues.
Support Redis and database connectivity / replication issues (with L3 when needed).
Analyze alerts, correlate logs, and reduce recurring noise.
Use and improve Ansible automation for operational tasks.
Maintain runbooks, troubleshooting guides, and RCA documentation.
Participate in rotational shifts, on-call coverage, and incident handovers.
About the Company
ThitsaWorks(www.thitsaworks.com) is an award-winning FinTech company that delivers numerous
technology solutions, ranging from core banking technology to payment, and credit information
exchange platforms. Our data-driven solutions have helped numerous financial institutions grow,
make better credit decisions, and improve financial inclusion by providing users with access to
financial literacy, financial information, and financial products.