L2 Application Support Engineer

We are looking for an L2 Support Engineer (24 years of experience) to ensure the stability, performance, and reliability of our core lending platform. In this role, you will investigate and resolve escalated technical incidents across complex loan processing workflows, Salesforce (SFDC) systems, backend databases, API integrations, and server environments.

Key Responsibilities

• Lending Journey & Functional Support:

• Troubleshoot end-to-end loan lifecycle issues across lead intake, soft/hard credit checks, underwriting, doc signing, sanctioning, disbursement, and repayment/servicing.

• Identify and resolve drop-offs, bottleneck stages, and failed auto-decisioning or disbursement calls.

• Incident & Ticket Resolution (L2):

• Serve as the second line of escalation for L1 service desk, resolving complex functional and technical tickets within SLA limits.

• Root-cause recurring system errors and collaborate with L3 engineering/DevOps teams for permanent bug fixes and patches.

• Integrations & Data Support:

• Debug API integrations (RESTful, Webhooks, SOAP) connecting SFDC, core banking backends, credit bureaus, and payment gateways.

• Perform log analysis, trace payload failures, and re-trigger stuck background jobs or transactions.

• Query SQL and NoSQL databases to verify transaction states, reconcile data discrepancies, and execute approved data fixes.

• Server & Infrastructure Operations:

• Monitor and support applications hosted on Windows (IIS) and Linux (Apache Tomcat) servers.

• Check server health, restart web services/application pools, and analyze server logs during outages or performance degradation.

Required Skills & Technical Qualifications

Domain

Required Experience & Competencies

Domain Experience

Direct experience supporting Digital Lending / FinTech applications with a strong understanding of loan origination (LOS) and loan management systems (LMS).

Salesforce (SFDC)

Basic SFDC navigation, understanding Standard/Custom Objects, viewing logs, checking SOQL queries, and validating workflow rules or Apex triggers.

API & Integrations

Proficiency with REST API testing tools (Postman, cURL), analyzing JSON/XML payloads, HTTP response status codes, and Webhooks.

Databases

Hands-on experience writing queries in RDBMS (SQL Server, PostgreSQL) and NoSQL (MongoDB) for log analysis, state checking, and report generation.

Operating Systems

Comfort navigating Linux (bash CLI, grep, tail, file permissions) and Windows Server administration basics.

Web / App Servers

Management and log troubleshooting on IIS (App Pools, bindings) and Apache Tomcat (catalina logs, service restarts).

Shift Timings & Working Conditions

• Working Pattern: 24/7 Rotational Shift environment (Morning, Evening, Night/Graveyard shifts based on operational schedules).
• Weekly Offs: Rotational Offs (5 days working / 2 days off per week on a roster basis; weekend shifts may be required).
• On-Call Support: Flexibility to handle emergency escalation calls during critical deployment windows or outage events.

Key Performance Indicators (KPIs)

• First-Contact Resolution (FCR) rate for escalated tickets.
• Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR) within SLA.
• Zero unauthorized data alterations during production hotfixes.