L2 Engineer – Language & Interpretation Services

Company Overview

Company overview not specified.

Job Summary

We are seeking an experienced L2/L3 Engineer to provide advanced technical support and escalation handling for our Language & Interpretation Services platforms. This role involves troubleshooting complex issues, ensuring platform stability, managing integrations, and collaborating with L2/L3 and engineering teams for permanent fixes. The ideal candidate will have strong expertise in enterprise support, cloud-based applications, APIs, AI-powered translation/interpretation systems, and voice/video communication platforms.

Responsibilities

• Serve as the highest level of technical escalation (L2/L3) for Language & Interpretation service platforms.
• Diagnose and resolve complex technical issues involving voice, video, chat, and AI-driven interpretation workflows.
• Support and maintain integrations with translation engines, interpretation APIs, and telephony systems (e.g., Twilio, Zoom, Teams).
• Work closely with engineering and product teams to provide bug analysis, root cause investigations, and implement permanent fixes.
• Manage and optimize infrastructure, databases, and middleware supporting the platform.
• Implement monitoring, logging, and performance tuning to ensure service availability and reliability.
• Ensure data security, compliance, and SLA adherence for interpretation services.
• Support AI/ML models in production like translation engines, language models, speech recognition, and text-to-speech.
• Document runbooks, known issues, RCA reports, and knowledge base articles for L2 and L1 teams.
• Collaborate with vendors, cloud providers, and internal teams for upgrades, migrations, and optimizations.
• Provide inputs for capacity planning, service scalability, and automation improvements.

Qualifications

• 6–10 years in enterprise support roles (L2/L3), with at least 3+ years at the L3 level.
• Strong knowledge of cloud platforms (AWS / GCP / Azure) hosting interpretation/translation systems.
• Hands-on experience with APIs, microservices, and middleware integration.
• Familiarity with AI/ML-powered translation & interpretation tools (e.g., Google Cloud Translate, Azure Cognitive Services, DeepL, custom NLP models).
• Experience with telephony/communication systems (e.g., SIP, WebRTC, Twilio, Zoom, Teams, Cisco).
• Solid understanding of databases (SQL, NoSQL, Vector DBs) used in language platforms.
• Strong skills in troubleshooting, log analysis, and incident management.
• Familiarity with monitoring & observability tools (e.g., Splunk, ELK, Prometheus, Grafana).
• Experience with automation and scripting (Python, Shell, PowerShell, or Ansible).
• Knowledge of ITIL practices, SLA management, and escalation frameworks.

Preferred Skills

• Experience supporting AI/LLM-based applications in production.
• Knowledge of speech-to-text, text-to-speech, and real-time interpretation systems.
• Familiarity with language data pipelines, data lakes, and MLOps.
• Certifications in Cloud (AWS/GCP/Azure), ITIL, or NLP/AI specializations.
• Experience working with global teams and vendors in a 24x7 support environment.

Experience

• 6–10 years of relevant experience in enterprise support, with a minimum of 3 years at the L3 support level.

Environment

• Job located in Noida, working from office (WFO).

Salary

Salary information not specified.

Growth Opportunities

Growth opportunities information not specified.

Benefits

Benefits information not specified.