L2 Application Support Engineer

About the role

The L2 Application Support Engineer is responsible for providing second-level technical support for business applications, ensuring system stability, performance, and timely issue resolution within agreed service levels. This role investigates incidents, performs root cause analysis, implements configuration changes, and coordinates with development and technical teams to resolve complex technical issues. The position requires strong analytical skills and troubleshooting skills, attention to detail, and the ability to work independently while maintaining high service quality standards.

Key responsibilities

• Perform detailed troubleshooting including log analysis, database queries, and system checks.
• Investigate and resolve application incidents escalated from L1 and L2 support, while coordinating with relevant L2 teams.
• Conduct root cause analysis (RCA) for recurring or high-impact issues and document findings.
• Implement approved configuration changes and minor application fixes where applicable.
• Lead the coordination with technical & non-technical stakeholder groups to resolve issues with 48 hour SLAs.
• Monitor application health, performance metrics, and batch job execution to ensure system availability.
• Validate application deployments and support go-live activities when required.
• Maintain incident records, technical documentation, and knowledge base articles.
• Assist in user acceptance testing (UAT) and post-release validation activities.
• Identify opportunities for process improvement, automation, and incident reduction.

About you

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.
• 2–4 years of experience in Application Support and Production Support.
• Proven ability to perform root cause analysis and document findings clearly.
• Strong communication skills for effective collaboration with both technical and non-technical stakeholders.
• Working knowledge of database concepts and query execution (e.g., SQL).
• Ability to analyze application logs and monitoring tools.
• Familiarity with ITSM tools (e.g., Jira, HDA, ServiceNow, or similar).
• Basic scripting or automation skills (e.g., PowerShell, Bash, or similar) are an advantage.
• Understanding of Software Development Lifecycle (SDLC).
• Knowledge of incident, problem, and change management processes.