Application Support Engineer (L2)

Job Overview

We are seeking a Level 2 (L2) Support Engineer to provide advanced technical support for the Data Streaming Platform once it becomes fully operational.

This role is responsible for diagnosing and resolving issues escalated from Level 1 (L1) support, ensuring system stability, and coordinating with engineering and vendor teams to maintain continuous service availability and optimal platform performance.

Key Responsibilities

Incident Management

• Investigate and resolve incidents escalated by the L1 support team.

• Perform root cause analysis (RCA) for recurring or critical issues.

• Escalate complex incidents to Level 3 (L3) or vendor teams when required.

• Ensure timely incident resolution in accordance with defined SLAs.

System Monitoring & Maintenance

• Monitor system performance, data flows, and integrations within the Data Streaming environment.

• Conduct routine system health checks, log analysis, and preventive maintenance activities.

• Implement minor configuration changes and system optimizations as necessary.

• Ensure system stability, reliability, and availability.

Problem & Change Management

• Support problem management activities by identifying and resolving underlying technical issues.

• Participate in change management processes including testing and deployment of patches, upgrades, and enhancements.

• Maintain proper documentation for changes and system updates.

Collaboration & Communication

• Work closely with L1 support, infrastructure teams, data engineering teams, and vendors to ensure timely issue resolution.

• Document troubleshooting steps, resolutions, and updates to enhance the knowledge base.

• Provide clear and timely communication of technical updates and incident statuses to relevant stakeholders.

5. Continuous Improvement

• Recommend improvements to monitoring tools, workflows, and support processes.

• Support system audits, compliance checks, and performance reviews.

• Contribute to enhancing system reliability and operational efficiency.

Requirements

• Diploma or Degree in Information Technology, Computer Science, or a related field.

• Minimum 2-4 years of experience in application or platform support roles.

• Experience supporting data systems, integration platforms, or cloud environments is preferred.

• Familiarity with DataRobot or data streaming technologies will be an advantage.

• Strong analytical and troubleshooting skills.

• Knowledge of incident and problem management processes (e.g., ITIL framework).

• Good communication skills and ability to manage stakeholders effectively.

• Ability to work in a fast-paced, operational support environment.

Preferred Skills (Good to Have)

• Experience in cloud platforms (e.g., AWS, Azure, GCP).

• Familiarity with monitoring tools and log analysis platforms.

• Understanding of data streaming architecture and integration workflows.