L2 Application Support Engineer

About Parkar Digital:

Parkar Digital is a Hybrid-first company dedicated to hiring, retaining, and developing high-performing employees and teams with diverse backgrounds. We are a digital transformation and software engineering company headquartered in Atlanta, USA, and have our engineering teams across the US, India, and Latin America. Our solutions are powered by the Parkar platforms built using Cloud, Opensource, and Customer experience technologies. Parkar Digital offers an array of IT services across Cloud computing, Product development, Customer experience, Cybersecurity, and AI Engineering.

Parkar Digital, a Gold Certified Microsoft Azure partner, provides technology solutions for Digital Healthcare, Digital Retail & CPG. Our solutions are powered by the Parkar platforms built using Cloud, Opensource, and Customer experience technologies. Our goal is to empower a customer-first approach with digital technologies to deliver human-centric solutions for the clients.

For more info., Visit our website: https://parkar.digital/

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Key Responsibilities:

Troubleshooting and Issue Resolution:

• Investigate and analyze reported issues, identifying root causes and implementing effective solutions.
• Collaborate with L1 support, development teams, and other stakeholders to resolve complex technical problems.

Application Maintenance:

• Ensure the availability, reliability, and performance of assigned applications.
• Implement application patches, updates, and configurations as needed.

Monitoring and Performance Optimization:

• Monitor application performance and proactively identify areas for improvement.
• Collaborate with development teams to optimize code and enhance application efficiency.

Documentation:

• Maintain comprehensive documentation for troubleshooting procedures, system configurations, and resolutions.
• Create knowledge base articles for common issues to facilitate faster issue resolution by L1 support.

Customer Support:

• Provide timely and effective communication to end-users regarding issue status and resolution
• Collaborate with the customer support team to address user queries and concerns

Incident, Change and Problem management:

• Work within defined SLAs to manage and resolve incidents promptly
• Escalate critical issues to appropriate teams and management as needed
• Understanding of problem management processes to identify and address recurring issues
• Knowledge of change management processes for controlled and documented system modifications

Collaboration and Training:

• Collaborate with L1 support, development, and QA teams to improve overall application stability
• Provide training to L1 support and end-users on recurring issues to promote self-service resolution

Continuous Improvement:

• Participate in post-incident reviews and contribute insights for process improvements
• Stay updated on industry best practices and technologies to enhance the support process

Requirements:

• Proven 3+ years' experience in application support, troubleshooting, and issue resolution
• Strong knowledge of databases, operating systems, and application architecture
• Strong knowledge of Linux operating systems, including command-line proficiency
• Familiarity with monitoring and logging tools for proactive issue detection
• Familiarity with cloud platforms along with certification such as AWS, Azure, or Google Cloud (should have at lease basic certification related to AWS/Azure).
• ITIL certification certifications is plus.
• Proficient in SQL for database query and analysis
• Proficiency in using ticketing tools for incident tracking and resolution.
• Knowledge of API testing tools and techniques.
• Experience in working with APIs and understanding RESTful architecture.
• Familiarity with JSON and YAML for data interchange and configuration.
• Solid understanding of networking principles and protocols.
• Familiarity with source control tools such as Git for version control.
• Experience with web servers (e.g., Apache, Nginx) and web application deployment
• Excellent communication and interpersonal skills
• Ability to work collaboratively in a team-oriented environment
• Comfortable with 24/7 shifts, on-call duties during weekdays and weekends
• Scripting skills (e.g., Shell scripting, Python) for automation tasks is a plus.
• Qualifications:
• Bachelor's degree in computer science, Information Technology, or related field.
• Good to have:
• Understanding of DevOps principles and practices
• Knowledge of security best practices in application support
• Experience with continuous integration/continuous deployment (CI/CD) pipelines
• Familiarity with virtualization technologies
• Experience in containerization technologies such as Docker and orchestration tools like Kubernetes