L2 Databricks/AWS Support Engineer

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. You will work closely with clients in their time zone, so strong communication and stakeholder engagement are essential.

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.

• Manage effective client communication, ensuring expectations are clearly set and met throughout incident resolution.

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 developer-provided solutions.

• Exposure to cloud-native architecture and automated support processes.

This position is full time and open for contractor modality in Latam.

Contract duration is 1 year with high possibility of extension.