Job Description
As a
Senior Databricks/AWS Support (L2) Data 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.
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 DynamoDB, including data modeling, query patterns, and performance optimization.
- Strong exposure to AWS services such as EC2, S3, Lambda, CloudWatch and VPC.
- 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
- 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.
Additional Information
This position is full time and open for contractor modality in Latam.
Contract duration is 1 year with high possibility of extension.