L1/L2 Application Support Engineer

Job Description:

Job title : L1/L2 Application Support Engineer

About the Role

We are looking for a motivated and dynamic L1/L2 Application Support Engineer to join our technology team. In this role, you will be the frontline and second-line defense in ensuring the stability, availability, and performance of our enterprise applications. You will work closely with development, QA, infrastructure, and business teams to troubleshoot technical issues, manage deployments, support UAT cycles, and maintain smooth operations across production and non-production environments.

Key Responsibilities

Incident & Problem Management

• Technical Issue Analysis: Actively monitor applications, triage incoming alerts, and perform initial root-cause analysis for technical incidents across front-end and back-end modules.
• Cross-Team Collaboration: Coordinate effectively with diverse internal and external teams to follow up on pending items, resolve bottlenecks, and drive incident resolution.
• Communication: Provide clear, timely updates to stakeholders and management regarding incident status, workaround availability, and resolution timelines.

Deployments & Release Management

• CI/CD Pipelines: Monitor and participate in CI/CD pipeline executions, ensuring smooth code transitions from development through staging to production.
• Production Rollouts: Assist in executing scheduled production rollouts, post-implementation validation, and rollback procedures if required.
• UAT Support: Provide dedicated support during User Acceptance Testing (UAT), helping validate fixes, troubleshoot environmental issues, and assist business users.

Required Skills & Qualifications

Technical Competencies

• Architecture Understanding: Basic working knowledge of front-end and back-end modules and how they interact within enterprise systems.
• Database: Proficiency in writing and executing database queries (e.g., SQL) for data retrieval, investigation, and troubleshooting, with hands-on knowledge of MariaDB. log analysis, file management, and process monitoring, alongside working knowledge of OpenShift (OCP) containers and POD deployments.
• Integration Protocols: Familiarity with system integrations over HTTPS (REST/SOAP APIs) and SFTP file transfers.
• Tooling & Pipelines: Basic understanding of CI/CD concepts, deployment workflows, and release cycles.

Soft Skills & Attributes

• Independent Execution: Proven ability to work autonomously, take ownership of complex issues, and drive tasks through to resolution with minimal oversight.
• Communication: Excellent verbal and written communication skills to articulate technical issues clearly to both technical peers and non-technical stakeholders.
• Follow-up & Accountability: Strong organizational skills with the ability to persistently track, manage, and follow up on pending action items across multiple teams.
• Problem Solving: A methodical approach to troubleshooting and analyzing complex technical issues under pressure.

Preferred Experience

• 7 to 10 years of experience in IT application support, software maintenance, or a related technical operations role.
• Familiarity with ticketing systems (e.g., Jira, ServiceNow) and enterprise monitoring tools (e.g., Datadog, ELK stack, Kibana, Grey Logs).