**Overview** As an **L2 Databricks Support Engineer** at Publicis Sapient, you will be a key player in maintaining the reliability, efficiency, and scalability of mission-critical systems that power customer-facing applications. This role is essential in bridging technical problem-solving with strong communication and cross-functional coordination across global teams. You will work closely with clients in their time zone, so strong communication and stakeholder engagement are essential. **Your Impact** + Serve as the primary point of contact for escalated L1 issues, providing second-level support for production environments and user requests. + Troubleshoot complex, undocumented issues and drive resolution within agreed SLAs. + Maintain up-to-date SOPs and runbooks; contribute to incident post-mortems and root cause analysis reports. + Collaborate closely with L1 and L3 teams, business stakeholders, and offshore groups on issue resolution and service delivery. + Support automation opportunities, improve operational reporting, and enhance knowledge management assets. + Work on Proofs of Concept (PoCs) and proactively build L3-level technical skills. + Ensure timely shift handovers and participate in ITIL-based processes like incident, change, and problem management. + Manage effective client communication, ensuring expectations are clearly set and met throughout incident resolution. **Qualifications** **Your Skills and Experience** + 3–6 years of experience in production support or application support roles. + Experience with Databricks for data pipeline development and big data processing. + Proficiency in NoSQL databases such as Cassandra and DynamoDB. + Solid understanding of ITIL processes, including Incident, Problem, and Knowledge Management. + Familiarity with ServiceNOW ITSM tool. + Strong analytical and architectural thinking, with the ability to interpret functional and technical dependencies. + Flexibility to work across multiple shifts and handle competing priorities under pressure. **Set Yourself Apart With** + Strong hands-on experience with AWS services (EC2, S3, Lambda, CloudWatch). + Background working on e-commerce or high-availability applications. + Understanding of cloud infrastructure and how applications are deployed in cloud environments. + Experience with accessibility tools and browser debugging. + Ability to interpret application logs and comprehend developer-provided solutions. + Exposure to cloud-native architecture and automated support processes. **Additional information** **This position is full time and open for contractor modality in Latam.** **Contract duration is 1 year with high possibility of extension.**