Overview
As an L2 Databricks Support Engineer at Publicis Sapient, you will be a key player in maintaining the reliability, efficiency, and scalability of mission-critical systems that power customer-facing applications. This role is essential in bridging technical problem-solving with strong communication and cross-functional coordination across global teams.
Your Impact
Serve as the primary point of contact for escalated L1 issues, providing second-level support for production environments and user requests.
Troubleshoot complex, undocumented issues and drive resolution within agreed SLAs.
Maintain up-to-date SOPs and runbooks; contribute to incident post-mortems and root cause analysis reports.
Collaborate closely with L1 and L3 teams, business stakeholders, and offshore groups on issue resolution and service delivery.
Support automation opportunities, improve operational reporting, and enhance knowledge management assets.
Work on Proofs of Concept (PoCs) and proactively build L3-level technical skills.
Ensure timely shift handovers and participate in ITIL-based processes like incident, change, and problem management.
Qualifications
Your Skills and Experience
3–6 years of experience in production support or application support roles.
Experience with Databricks for data pipeline development and big data processing.
Proficiency in NoSQL databases such as Cassandra and DynamoDB.
Solid understanding of ITIL processes including Incident, Problem, and Knowledge Management.
Familiarity with ServiceNOW ITSM tool.
Strong analytical and architectural thinking, with the ability to interpret functional and technical dependencies.
Flexibility to work across multiple shifts and handle competing priorities under pressure.
Set Yourself Apart With
- Strong hands-on experience with AWS services (EC2, S3, Lambda, CloudWatch).
- Background working on e-commerce or high-availability applications.
Understanding of cloud infrastructure and how applications are deployed in cloud environments.
Experience with accessibility tools and browser debugging.
Ability to interpret application logs and comprehend L3/developer-provided solutions at a high level.
Exposure to cloud-native architecture and automated support processes.
