Service Operations Engineer

Job Description

The Service Operations Engineer – SME (L2 Resolver) provides advanced technical support and subject matter expertise for a primary product or service (e.g., Kafka, Cloud-native platforms, Messaging, or Security solutions), while progressively supporting adjacent or related technologies. This role is critical in handling escalated incidents and complex technical issues, improving service reliability, and continuously enhancing operational knowledge. The engineer works cross-functionally with engineering, assurance, product, and delivery teams and plays a key part in ensuring enterprise customers receive consistent, high-quality support.

Duties And Responsibilities

• Act as L2 resolver for complex or escalated incidents, service requests, and problem tickets for assigned services.
• Serve as a technical SME for one core product/platform while actively expanding knowledge into related services (e.g., streaming + integration pla...