Layer 2 Support Engineer (System Administrator)

Full time

Yerevan

24 September 2026

Employment term Permanent

Category System Admin/Engineer

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Job description:

The Layer 2 Support Engineer provides advanced technical support for the MyAmeria mobile banking and related applications, investigating and resolving incidents escalated from Layer 1 support, monitoring application and infrastructure health, and coordinating with development and platform teams to ensure reliable, secure service for customers.

Job responsibilities

Act as the escalation point for incidents that Layer 1 support cannot resolve, performing in-depth root-cause analysis of MyAmeria application, backend services, and infrastructure issues.
Monitor application, API, and infrastructure health using observability tools (e.g., Zabbix, Datadog, ELK/Kibana) and proactively identify and address emerging issues before they affect customers.
Coordinate with backend, mobile, and DevOps teams to diagnose and resolve production incidents, ensuring timely restoration of service and clear incident communication.
Reproduce, triage, and document defects, working with development teams to track fixes through to release.
Maintain and improve runbooks, knowledge-base articles, and standard operating procedures for supported systems.
Support incident, problem, and change management processes in line with the bank's IT service management standards.
Participate in on-call rotation and respond to incidents outside standard business hours as required by the criticality of the supported systems.

Required qualifications

Higher technical (engineering) education.
At least 2–3 years of experience in IT support, system administration, or application support, ideally within banking/fintech or another regulated environment.
Working knowledge of Kubernetes and/or Windows server administration, and familiarity with monitoring/observability tools (Zabbix, Datadog, Kibana/ELK, or similar).
Understanding of mobile application architecture (iOS/Android) and REST/WebSocket-based backend integrations is an advantage.
Basic knowledge of SQL and ability to read logs/queries for troubleshooting.
Familiarity with incident/ticketing systems (e.g., Jira, ServiceNow) and ITIL-aligned support processes.
Programming or scripting knowledge (e.g., .NET, Python, Bash, powershell) is welcome.
Self-motivated, detail-oriented, and organized personality.
Good communication and time-management skills.
Ability to make decisions under pressure.
Ability to work independently within tight deadlines and to participate in on-call/shift duty.