Support Engineer - L2

1.     Qualifications

•     Bachelor’s degree in computer engineering, Computer Science, or IT

•     Minimum 3+ years of work experience as Application Support Engineer

•     Knowledge and work experience in SQL, scripting, and analyzing logs

•     Good analytical skills, problem determination, attention to detail, teamwork, and  communication skills.

•     Experience in ITIL is a plus.

2.     Must-Have Skills:

·       Good troubleshooting and analytical skills

·       Knowledge in SQL queries, required

·       Knowledge in Cloud (i.e. AWS)

·       Familiarity with APIs, logs, and monitoring tools

·       Good communication and documentation skills

1.     Role and responsibilities

The role will be responsible for supporting VS Application for our client, as an Application Support Engineer (L2)The ideal candidate will be assigned to Incident & Issue management for VS Application, Technical troubleshooting, support deployment activities, and documenting known issues and solutions.

Key Responsibilities:

·       Handles Incident & Issue Tickets that require deeper technical analysis

·       Investigate application errors, system failures, and performance issues

·       Participate in performing root cause analysis (RCA) for recurring incidents

·       Provide timely fixes or workarounds to restore service

·       Analyze logs, and database queries

·       Reproduce issues in test or staging environments

·        Work with technologies like SQL, scripts, or monitoring tools

·        Support deployment activities (patches, hotfixes, minor releases)

·       Validate application functionality after releases

·       Coordinate with DevOps during rollouts

·       Identify performance bottlenecks and recommend improvements

·       Ensure SLAs (Service Level Agreements) are met

·       Act as a bridge between L1 support (client) and L3 teams

·       Escalate complex bugs with detailed analysis and logs

·       Communicate with stakeholders about issue status and resolution timelines

·       Maintain runbooks, SOPs, and troubleshooting guides

·       Document known issues and solutions

2.     Requirements and Work Arrangement:

• The candidate will work in a hybrid setup, consisting of 3 days onsite and 2 days work-from-home per week.

• The candidate must be willing to work at the client's site when assigned.

• The candidate should be amenable to working on weekends and mid-shift schedules as required (e.g., 3:00 PM to 12:00 AM to align with the client's store closing operations).

• This position is primarily responsible for providing SLA-based Production Support services to clients and may require coverage across a 7-day operational schedule