The L2 Application Support Engineer handles advanced technical support and functional troubleshooting for business-critical applications. This includes issue resolution, configuration changes, integration support, and close collaboration with vendors and internal teams for continuous improvement.
Responsibility:
- Investigate and resolve incidents escalated from L1 support.
- Troubleshoot integration and batch processing failures.
- Analyze logs, backend configurations, and database queries as needed.
- Provide advanced support across key platforms, including but not limited to:
- Event, Visitor, and Suite Management Systems - Resolve workflow breakdowns, data sync issues, or access logic errors.
- Salesforce - Handle user permission issues, workflow errors, and configuration-based troubleshooting.
- Power Apps / Power Automate / Microsoft Forms - Analyze failed flows, permission errors, and environment configurations.
- Escalate critical issues to third-party vendors or OEMswhen required.
- Troubleshoot integration failures, including API interactions, SSO errors, and form submissions.
- Execute corrective actions like updating configurations and restarting services.
- Maintain system documentation and update user guides for L1 and end-users post-resolution.
- Handle complex and non-standard service requests such as access provisioning, job scheduling, and sandbox setup.
- Coordinate with application owners or OEMs for upcoming changes or feature rollouts.
- Document known issues, workarounds, and solutions for future reference.
Requirements
Skills:
- 3+ years of experience in application or system-level support
- Familiarity with SaaS/web applications and browser troubleshooting
- Good knowledge of application integration (e.g., APIs, SSO, batch jobs).
- Experience with ticketing systems (ServiceNow, JIRA)
- Log and error trace analysis using tools such as browser dev tools, Postman, or system logs.
- Good knowledge of HTML5, basic JavaScript/jQuery, and CSS.
- Knowledge of Applications including Visitor Management System (VMS), Suite Management, Facilities POS & Indemnity Form, RFID Asset Tracking, People Counting System (100 Plus Promenade), and Power Automate & Power Apps, with functional understanding of user onboarding, reservations, transaction handling, asset tracking, sensor data analysis, and workflow troubleshooting.
- Microsoft Power Platform (Power Automate, Power Apps) troubleshooting experience.
Soft Skills:
- Analytical thinker with structured problem-solving approach
- Effective communicator with ability to explain issues to non-technical users
- Self-motivated, detail-oriented, and collaborative across departments
