L2 Application Support Engineer

We are looking for a Level 2 (L2) Application Support Engineer to support and maintain our production systems. In this role, you will investigate incidents, resolve technical issues, and work closely with engineering and infrastructure teams to ensure system reliability and performance.

Key Responsibilities

• Provide second-line (L2) support for production systems, handling escalations from L1 support.

• Investigate and resolve application errors, system alerts, and performance issues within agreed SLAs.

• Perform troubleshooting using logs and monitoring tools.

• Conduct root cause analysis for recurring or critical incidents.

• Work with engineers, DevOps, and vendors to resolve complex issues.

• Monitor system health and proactively identify potential problems.

• Support deployments, patches, and routine maintenance activities.

• Maintain clear documentation, including runbooks and incident records.

• Follow security and compliance requirements when handling systems and data.

Requirements

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

• 3-5+ years of experience in application or systems support.

• Experience supporting production environments.

• Familiarity with Linux/Unix systems.

• Experience with monitoring/logging tools (e.g., CloudWatch, Grafana, ELK, etc.).

• Basic knowledge of cloud platforms (AWS, Azure, or GCP).

• Basic database knowledge (MySQL, PostgreSQL) and understanding of APIs.

• Experience using ticketing/incident management tools (e.g., Jira, ServiceNow).

Preferred Skills

• Experience with microservices or cloud-native systems.

• Basic scripting skills (e.g., Bash, Python).

• Understanding of disaster recovery and operational best practices.