L2 Application Support Engineer

Job Location: Pune

Experience: 1-3 Years Work Mode: WFO **Shift:**US Shift 9.00PM to 6.00AM

Role Overview

We are looking for an L2 Support Engineer who can take ownership of escalated issues from L1, perform deep technical diagnosis, identify root causes, and implement fixes within the defined L2 scope.

Key Responsibilities

• Take escalations from L1 and perform deep-dive troubleshooting
• Analyze application logs, database state, integration payloads, and bot execution traces
• Perform Root Cause Analysis (RCA) and identify whether issues originate from application code, configuration, integrations, or design
• Apply minor fixes within L2 scope and validate them end-to-end
• Reprocess, replay, or correct affected transactions/referrals as required
• Document RCA, resolution, and corrective actions in support tickets
• Identify recurring issues and contribute to improving the L1 support runbook / knowledge base
• Escalate issues to L3 when code-level or rule-logic changes are required
• Work closely with L1/L3 and other technical teams to drive timely resolution
• Provide accurate customer-facing status updates and realistic resolution timelines

What We’re Looking For

• Strong experience in L2 Application / Production Support
• Hands-on troubleshooting across application logs, databases, APIs/integrations, and system workflows
• Good understanding of SQL and database troubleshooting
• Experience analyzing API payloads, integration failures, and transaction-level issues
• Ability to perform structured RCA and problem management
• Exposure to RPA/bots/automation workflows is preferred
• Strong incident management and troubleshooting mindset
• Good documentation and communication skills
• Ability to distinguish between issues that can be resolved at L2 and those requiring L3 intervention

Good to Have

• Experience with RPA / automation platforms
• Experience with REST APIs and web services
• Knowledge of application monitoring and log-analysis tools
• Exposure to healthcare/insurance workflows or referral-based applications

Contact Person: Nidhi Saraiya **Email:**[email protected]