L2 Technical Support Engineer

As an L2 Application Support Engineer, you will play a crucial role in providing technical support and assistance to clients using our company's applications. You will be responsible for troubleshooting and resolving complex application issues, investigating root causes, and collaborating with cross-functional teams to ensure the successful resolution of customer problems.

Responsibilities:

• Stay updated with industry trends, best practices, and emerging technologies related to application support, and share knowledge with the team to enhance overall performance.
• Collaborate closely with development teams to escalate critical issues, contribute to the knowledge base, and provide valuable feedback for application improvement.
• Collaborate with Level 1 support engineers to escalate and prioritize complex issues, ensuring timely and appropriate resolution.
• Provide Level 2 technical support to customers by diagnosing, troubleshooting, and resolving application-related issues promptly and effectively.
• Document and maintain detailed records of customer interactions, including problem descriptions, troubleshooting steps, and resolutions, in the support ticketing system.
• Provide on-call support as part of a rotation schedule to address urgent customer issues outside regular business hours, if required.
• Participate in the testing and validation of application enhancements and updates, ensuring their compatibility and functionality within customer environments.
• Analyze and debug application-related problems, using appropriate tools and methodologies, to identify root causes and recommend appropriate solutions.
• Communicate with clients in a professional and courteous manner, understanding their needs, and providing clear and concise instructions or guidance.

Requirements:

• Solid understanding of web-based applications, databases, APIs, and related technologies.
• Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).
• Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Experience with incident management and ticketing systems, such as JIRA, Zendesk, or ServiceNow.
• Exceptional customer service skills with a focus on building positive client relationships.
• Proficient in troubleshooting and debugging techniques to analyze and resolve complex issues efficiently.
• Proven experience in an L2 support role, preferably in a software or application support environment.
• Familiarity with programming languages such as Java, C#, Python, or JavaScript.
• Strong analytical and problem-solving skills to identify root causes and propose effective solutions.
• Flexibility to participate in on-call rotations and work occasional evenings or weekends to support critical customer issues.
• Ability to work independently as well as collaboratively in a fast-paced, deadline-driven environment.