At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
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 platforms, endpoint + network security).
- Troubleshoot production issues across Linux, containerized (Kubernetes), and cloud environments.
- Reproduce and isolate issues in internal environments to support faster RCA and resolution.
- Collaborate with product, engineering, and vendor teams for bug triage, configuration support, and escalations.
- Contribute to and maintain technical documentation, including SOPs, playbooks, and KB articles.
- Participate in service readiness activities when new products are introduced.
- Provide mentoring and technical guidance to frontline (L1) support engineers.
- Track and propose tooling or process improvements based on operational observations.
- Support proactive service assurance efforts: tuning, alerting, and health check validation.
Requirements
- Experience: 3–5 years in technical support, platform operations, or DevOps roles, with L2 experience supporting enterprise customers
- Certifications (preferred): Product-specific (e.g., Confluent Kafka, CKAD, AWS/Azure), Linux+, ITIL Foundation, or domain-specific certs depending on platform focus
- Education: Bachelor's in IT, Computer Science, or equivalent technical background
Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.
Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.
