IT L2 Operations Engineer

This is a fully remote position, open to applicants in Spain.

📋 Description

• Manage incidents escalated from Level 1 and resolve them within the Level 2 scope, including connectivity, FOTA/OTA, telematics, remote diagnostics, and fleet APIs.

• Conduct diagnostics across the entire stack, covering application logs, interfaces, APIs, cloud services, and device-to-cloud communications.

• Implement and oversee FOTA/OTA campaigns, ensuring successful rollouts and executing rollbacks when necessary.

• Escalate issues to Level 3 development with well-documented and reproducible cases, including reproduction steps, logs, impact scope, and ruled-out causes.

• Execute regular operational tasks such as monitoring, health checks, batch job management, and interface oversight.

• Create and maintain runbooks and work instructions for all systems under service.

• Acquire system-specific knowledge as each wave transitions into service.

• Assist in resolving major incidents in coordination with the Incident Management Coordinator.

• Promote a shift-left strategy by automating, documenting, or delegating recurring tasks to Level 1.

• Assume the responsibilities of the Incident Management Coordinator during rotation after completing cross-training.

⛳️ Requirements

• A degree in computer science, telecommunications, electronic engineering, or a related discipline — or equivalent professional experience, which is equally valued.

• 3–5 years of experience in Level 2 support, application operations, or platform operations.

• Familiarity with an SLA-driven service environment.

• Experience working in a globally distributed team.

• 3–5 years of Level 2 support experience for cloud-hosted applications or connected products.

• Regular use of AWS services: EC2, S3, CloudWatch, basic IAM, and log analysis.

• Proficiency in Linux command line and scripting in Python or Bash.

• Skills in API troubleshooting: REST and JSON, request tracing, API and gateway logs, Postman or similar tools.

• Basic SQL knowledge for diagnostics.

• Experience with monitoring and observability tools: CloudWatch, Grafana, Splunk, Datadog, or similar.

• Daily use of ITSM tools: JIRA, Confluence, and ideally ServiceNow.

• Ability to write technical documentation in English.

• Proficiency in English at a B2–C1 level.

• Openness to cross-training for the Incident Management Coordinator role and willingness to rotate between the two positions.

🏝️ Benefits

• 100% Remote Work Model available in Spain.

• Home Office Equipment Support provided.

• Flexible Work Schedule offered.

• International Remote Work Policy in place.

• Opportunities for Career Development Training.

• Monthly Additional Allowances provided.

• Discounts available through VW Group and Partnership Brands.

• Employee Support Program accessible.