Application Support Engineer (L2)

Key Deliverables:

1. Provide customer support through multiple channels while adhering to SLAs and SOPs.
2. Troubleshoot issues using tools and technical skills (Linux, SQL, Shell scripting) and coordinate with backend teams.
3. Capture, document, and manage tickets and queries using tools like JIRA and email.
4. Publish reports and maintain trackers to provide updates and ensure process compliance.

Role Responsibilities:

1. Respond to customer concerns with timely updates and professional communication.
2. Facilitate calls to understand and resolve client-reported issues effectively.
3. Ensure effective ticket lifecycle management and internal coordination for resolution.
4. Work flexibly in a 24x7 environment while maintaining strong time and task organization.