Lead Support engineer

Mandatory skills are Python, Sql, Azure, Azure data factory, Databricks

We are okay with Data engineer profile who are willing to work in support project.

Role Overview

We are seeking a highly skilled and proactive L2.5 Support Engineer – Personalization Lead to join Sephora's digital technology team. This role will be responsible for owning the personalization support operations, driving technical investigations, and ensuring smooth functioning of data-driven services and recommendation systems in production.

This is a production-critical support role within a Managed Services delivery model, requiring cross-functional collaboration, technical expertise, and a strong focus on incident resolution, continuous improvement, and SLA adherence.

Key Responsibilities

Lead Personalization Support Operations

• Triage and resolve personalization-related issues across services, data pipelines, APIs, and recommendation engines.

• Act as a technical escalation point for support teams; own issues through resolution.

• Ensure all incidents and service requests meet defined SLAs, OLAs, and response times.

• Participate in on-call rotation for high-priority incidents across time zones.

Cross-Functional Collaboration

• Work closely with engineering, data science, QA, and product teams to debug, validate fixes, and support deployments.

• Contribute to UAT efforts, early-stage monitoring, and incident preparedness for feature rollouts.

• Participate in RCA and post-incident reviews, ensuring learnings are captured and shared.

Technical Investigation & Automation

• Use SQL and Python to extract, analyze, and validate behavioral and system data.

• Build or maintain support tools, scripts, and dashboards to proactively detect and resolve issues.

• Contribute to automation of recurring support workflows and anomaly detection.

Knowledge Management & Process Optimization

• Create and maintain runbooks, FAQs, support playbooks, and incident resolution documentation.

• Identify recurring issues and drive process improvements to reduce incident volume.

• Contribute to Continuous Service Improvement (CSI) initiatives.

Qualifications & Technical Skills

Required

• 5+ years of experience in technical application support, data engineering support, or backend system support roles.

• Strong proficiency in:
  - SQL – for deep investigation of personalization logic, event logs, and data issues.
  - Python – for automation, scripting, or lightweight data processing.

• Solid understanding of:
  - Personalization systems, recommendation engines, customer segmentation logic.
  - API-driven architectures and event-based systems.

• Familiarity with incident and problem management processes in ITIL or MSP environments.

• Hands-on experience with support ticketing and observability tools such as:
  - ServiceNow, PagerDuty, Datadog, Splunk, Grafana, or similar

Good to Have

• Exposure to backend technologies:
  - Java, Spring Boot, Scala (esp. with Spark)

• Experience with cloud platforms: AWS, GCP, or Azure

• Familiarity with event streaming tools: Kafka, Pub/Sub, etc.

Soft Skills & Support Mindset

• Strong analytical and troubleshooting skills; high attention to detail.

• Effective communicator – able to simplify technical details for diverse stakeholders.

• Collaborative and proactive – passionate about improving customer experience and system reliability.

• Comfortable working in a high-availability, SLA-driven environment with an on-call rotation model.

Additional Preferences:

• Expected to provide operational reporting and incident summaries to internal/external stakeholders as needed