Application Support Engineer 2

Job Overview: As an L2 Application Support Engineer, you will play a crucial role in ensuring the stability, performance, and functionality of various software applications within an organization. Your primary responsibility will be to provide second-level support to end-users and collaborate with cross-functional teams to troubleshoot and resolve complex issues. You will also be involved in enhancing system efficiency, optimizing processes, and maintaining a high level of customer satisfaction.

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 should complete
• 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:

• Bachelors 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