Job Title: L2 Application Support Engineer
Experience: 23 Years
Location: (Office) - Bangalore
Job Summary
We are looking for a
Level 2 (L2) Support Engineer who can handle application and system issues requiring
in-depth analysis, debugging, and direct client interaction. The ideal candidate should be able to
investigate issues beyond basic troubleshooting, communicate effectively with clients, and collaborate closely with development and infrastructure teams to ensure timely resolution.
Key Responsibilities
Technical Support & Debugging
- Analyze, troubleshoot L2-level application and system issues
- Perform root cause analysis (RCA) for recurring or critical problems
- Debug application issues using logs, stack traces, database queries, and API responses
- Provide temporary workarounds and permanent fixes.
- Escalate unresolved issues to internal teams with clear technical details
Client Communication & Coordination
- Act as a technical point of contact for customers during issue resolution
- Communicate issue status, root cause, and resolution clearly to clients
- Manage client expectations with accurate timelines and updates
- Participate in client calls for issue investigation, RCA, and resolution discussions
- Translate business problems into technical issues and vice versa
- Maintain incident and problem records in ticketing systems.
Documentation
- Create and update technical documentation, SOPs, and knowledge base articles
- Document RCA, fixes, and preventive measures
Technical Skills
Required Skills & Qualifications
- Strong logical reasoning and analytical skills
- Hands-on experience in debugging production issues
- Good understanding of:
- Web applications & APIs (REST)
- Application logs and error analysis
- Basic understanding of Linux/Unix commands
- Familiarity with HTTP status codes, application flows, and error handling
- Experience with monitoring/logging tools is a plus
Communication & Soft Skills
- Excellent verbal and written communication skills
- Ability to explain technical issues in simple business terms
- Strong client handling and stakeholder management skills
- Ability to work under pressure during production issues
Proactive, detail-oriented, and ownership-driven mindset
