Grab
Support Engineering
Overview
We are looking for an L2 Support Engineer to handle production issues, application incidents, and operational escalations. You will bridge the gap between (L1) support and engineering, overseeing deeper technical investigations, root-cause analysis, and resolution of incidents that impact our platform and customers.
About Grab
Engineering at Grab is synonymous with holding yourself accountable for impacting the lives of millions of partners, be it drivers, passengers or merchants. Every line of code can have a big positive or negative impact on our consumers, which is why every little change requires thorough thought processes and a deep understanding of systems and scal
Requirements & Eligibility
- Experience in investigating application, database, and infrastructure issues using logs, dashboards, and monitoring tools
- Proficiency in writing and running SQL queries (MySQL)
- Ability to perform root-cause analysis (RCA) for recurring problems
- Experience with ticketing tools such as Jira
Key Responsibilities
- Be an escalation point for issues that L1 support cannot resolve; assessment, prioritise, and bring incidents to closure within defined Service level agreements.
- Investigate application, database, and infrastructure issues using logs, dashboards, and monitoring tools (e.g., Kibana, Grafana, Datadog, and CloudWatch).
- Perform root-cause analysis (RCA) for recurring problems and document findings, data fixes, and preventive actions.
- Write and run SQL queries (MySQL) to investigate data discrepancies, reconcile records, and support operational checks.
- Handle production support tasks such as data fixes, reprocessing/replaying failed jobs, and validating reconciliation pipelines.
- Collaborate with L3/engineering teams to escalate defects, provide reproduction steps, and validate hot fixes.
- Create runbooks, SOPs, and knowledge-base articles to strengthen L1 self-service and reduce repeat escalations.
- Participate in an on-call and respond to medium-severity incidents.
Interview Process
Disclaimer: Trace Hiring is an independent job board. We are not directly affiliated with Grab. Please verify all details on the official company application portal.