L2 Application Support Engineer

Responsibilities

Incident & Application Support

. Provide second-line (L2) support for production and staging systems, handling

escalations from L1 Support.

. Investigate application errors, system alerts, performance degradation, and

integration issues.

. Restore services within agreed SLA/OLA timelines and ensure proper incident

closure.

Troubleshooting & Root Cause Analysis

. Perform in-depth troubleshooting using logs, metrics, and monitoring tools.

. Conduct root cause analysis (RCA) for recurring or high-impact incidents.

. Propose and implement corrective and preventive actions to reduce incident

recurrence.

Collaboration & Escalation

. Work closely with L3 engineers, DevOps, and vendors to resolve complex technical

issues.

. Provide clear technical findings, logs, and evidence when escalating issues.

. Participate in incident bridges, post-incident reviews, and operational discussions.

Operational Excellence

. Monitor system health, alerts, dashboards, and logs to proactively identify issues.

. Execute approved configuration changes, patches, and operational fixes.

. Support deployment, release, and maintenance activities when required.

. Contribute to automation of operational tasks, monitoring, and alerting where

applicable.

. Identify gaps in runbooks, SOPs, and operational processes and drive improvements.

Documentation

. Maintain and update runbooks, troubleshooting guides, and knowledge base

articles.

. Document incident resolutions and operational procedures clearly and accurately.

Security & Compliance

. Adhere to security, access control, and compliance requirements.

. Handle sensitive information in logs, tickets, and systems appropriately.

. Support audits, vulnerability remediation, and compliance checks when required.

Key Experiences and Qualifications We Seek

Educational Background:

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

Professional Experience:

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

operations roles.

. Experience supporting production systems in a high-availability or mission-critical

environment.

Technical Expertise:

. Strong hands-on experience with:

○ Application log analysis and monitoring tools (e.g. AWS CloudWatch, Grafana, ELK, Google Analytics, etc)

○ Linux/Unix environments

. Working knowledge of cloud platforms (e.g. AWS services such as ECS, Lambda, S3, RDS).

. Basic database knowledge (MySQL, PostgreSQL) for health checks and simple queries.

. Basic knowledge on REST APIs, system integrations and authentication design

. Understanding of incident, problem, and change management processes.

Problem-Solving Skills:

. Strong analytical and troubleshooting skills.

. Ability to break down complex incidents into clear, actionable steps.

. Calm and methodical approach when handling production issues under pressure.

Operational Practices:

. Familiarity with ticketing and incident management tools (e.g. Jira, PagerDuty).

. Experience working with runbooks, SOPs, and on-call support rotations (if applicable).

Additional Skills (Bonus Points):

. Experience supporting cloud-native or microservices-based systems.

. Basic scripting skills (e.g. Bash, Python) for automation.

. Experience working in government, regulated, or large-scale enterprise environments.

. Knowledge of disaster recovery and business continuity planning.

Character Traits We Look Out For

. Team player with a collaborative mindset

. Strong sense of ownership and accountability for system reliability

. Proactive in identifying and addressing operational issues

. Willingness and ability to learn and adapt to new systems and tools

. Openness to sharing knowledge and improving team capability

. Clear verbal and written communication skills, including incident reporting