Associate L2 Support Engineer

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Get to know our Team: 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.

Get to know the Role: A core part of you will be root-cause analysis, data fixes and validating reconciliation pipelines. They collaborate with L3/engineering on escalations, maintain runbooks and SOPs, and participate in an on-call for incidents. Achieve faster resolution times, fewer repeat escalations, and stronger self-service for the L1 team. The Critical Task you will perform:

• 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.