L2 Support Engineer (Automation)

JOB DESCRIPTION

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

• *About the Team**

• *CS Tech is where engineering meets real customer impact.** We build the help solutions eBay customers rely on and the tools our teammates use to support customer service interactions globally. The organization owns teammate tools, help experiences, customer service quality platforms, access management, and issue management for critical site incidents.

As part of CS Tech, you'll help drive platform reliability, automation, and operational excellence across large\-scale customer support systems. This role offers an opportunity to work on modernizing enterprise platforms through automation, AI\-enabled solutions, and intelligent operations.

• *Role Overview**

We are looking for a highly motivated **L2 Support Engineer** with strong automation expertise to join our engineering team. This role will provide advanced production/application support, drive automation initiatives to reduce manual effort, and improve system reliability and operational efficiency across business\-critical platforms.

• *Key Responsibilities**

• Provide **L2 production support** for customer\-facing and internal business\-critical applications.
• Troubleshoot, analyze, and resolve complex issues across distributed systems and integrations.
• Perform root cause analysis (RCA) and implement permanent fixes to prevent recurrence.
• Design and implement **automation solutions** to reduce operational toil and improve MTTR.
• Develop scripts/tools for monitoring, alerting, log analysis, and self\-healing workflows.
• Support and maintain contact center platforms and integrations.
• Partner with Engineering, QE, Infrastructure, and Business teams during releases and incidents.
• Participate in on\-call rotations and ensure SLA compliance.
• Drive continuous improvement of support processes and platform stability.

• *What You'll Bring**

• 4\+ years of experience in Application Support, Production Support, L2 Support, or Site Reliability Engineering.
• Strong programming/scripting skills in **Java, Python, Shell**, or similar technologies.
• Experience building automation solutions to reduce operational effort and improve system reliability.
• Strong troubleshooting and root cause analysis skills in complex distributed environments.
• Experience with APIs, integrations, monitoring, and observability tools.
• Excellent communication and collaboration skills.

• *Preferred Qualifications**

* Experience with **Contact Center technologies**, including

+ Genesys Cloud

+ IVR systems

+ ACD routing and call flows

• Experience leveraging AI\-powered tools and intelligent automation.
• Exposure to cloud platforms (AWS/GCP/Azure), CI/CD, and DevOps practices.
• Knowledge of SQL/NoSQL databases and performance troubleshooting.
• Someone who automates repetitive work and continuously improves operational efficiency.
• An engineer who can move from reactive support to proactive, self\-healing solutions.
• Comfortable operating in large\-scale customer support environments.
• A strong team player who thrives in cross\-functional collaboration.
• *Additional Details**

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

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