Lead Support Engineer - Automation
Job Details
Lead Support Engineer providing L2 production support for eBay's customer-facing platforms while designing automation solutions to reduce incidents and improve operational efficiency across distributed systems and contact center technologies. Requires 5+ years of application/production support experience with strong scripting skills and expertise in troubleshooting complex issues across APIs, integrations, and batch processing environments.
About the Role
About eBay
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 and the Role
We are seeking a highly motivated L2 Lead Support Engineer with strong automation expertise to join our engineering team. This role is responsible for providing advanced production and application support for customer-facing and internal business-critical platforms while driving automation initiatives that improve reliability, operational efficiency, and system stability. The position works closely with Engineering, Quality Engineering, Infrastructure, and Business teams to support complex distributed systems, integrations, and contact center technologies.
What You Will Accomplish
- Provide advanced L2 support for customer-facing and internal business-critical applications, ensuring reliable platform operations and SLA compliance.
- Investigate, troubleshoot, and resolve complex issues across distributed systems, integrations, APIs, and batch processing environments.
- Conduct root cause analysis and implement permanent corrective actions to reduce recurring incidents and improve platform stability.
- Design and deliver automation solutions that reduce manual effort, improve operational efficiency, and decrease mean time to resolution (MTTR).
- Develop and maintain tools, scripts, and workflows for monitoring, alerting, log analysis, and self-healing capabilities.
- Support and enhance contact center platforms and integrations, including call routing, IVR, and workforce management-related services.
- Collaborate with cross-functional teams during releases, incidents, and continuous improvement initiatives to strengthen system reliability and operational effectiveness.
What You Will Bring
- 5+ years of experience in Application Support, Production Support, L2 Support, Site Reliability Engineering, or similar roles.
- Strong scripting or programming skills using Python, Java, Shell, or comparable technologies.
- Experience building, maintaining, or enhancing automation frameworks and operational tooling.
- Hands-on experience working with REST APIs, integration-based systems, and batch processing environments.
- Experience using monitoring, observability, and alerting tools to support high-availability systems.
- Strong troubleshooting, communication, and documentation skills, with the ability to work effectively across technical and business teams.
- Experience supporting contact center technologies such as Genesys Cloud, IVR systems, ACD routing, call flows, or workforce management integrations is highly desirable.
- Exposure to AI-powered tools, cloud platforms (AWS, GCP, Azure), CI/CD practices, DevOps methodologies, databases, and performance analysis is a plus.
Additional Information
Participation in an on-call rotation is required. This role is well suited to someone who values automation, continuous improvement, and building resilient, self-healing systems within complex, high-scale environments.
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. We use cookies to enhance your experience and may use AI tools for administrative tasks in the hiring process. To learn how we handle your personal data and use AI responsibly, please visit our Talent Privacy Notice, Privacy Center, and AI Hiring Guidelines.