L2 Application Support Engineer

The L2 Application Support Engineer provides advanced technical support for the AtClose application and acts as the primary technical escalation point from client. The role is responsible for detailed troubleshooting, log analysis, database investigation, configuration analysis, integration troubleshooting, root-cause analysis, and coordination with Development, QA, Forms, and Infrastructure teams.

Key Responsibilities Advanced Incident Management

• Investigate all client incidents and determine the functional root cause.
• Analyze application behavior, logs, database records, configurations, and workflows.
• Reproduce production issues in lower environments where possible.
• Determine whether an issue is configuration, data, infrastructure, integration, or application-code related.
• Provide workarounds when a permanent fix is not immediately available.
• Escalate confirmed application defects to Development with complete technical evidence.
• Track issues through resolution and validate fixes before closing tickets.

Database & SQL Troubleshooting

• Perform SQL queries to investigate application and transaction-related issues.
• Analyze database records and relationships.
• Validate data integrity and identify data-related issues.
• Support controlled data corrections when approved.
• Investigate performance issues using database information and application logs.
• Work with Development/DBA teams on complex database problems.

Application & Integration Support

• Troubleshoot:
  • Title and Closing workflows
  • HUD/CD processing
  • Document generation
  • Recording workflows
  • SFTP integrations
  • APIs and external integrations
  • Batch processes
  • User and account configuration
  • Application configuration
  • Session and authentication issues
• Analyze HTTP/API responses and integration failures.
• Troubleshoot CORS, timeout, connectivity, and gateway-related issues.
• Work with Infrastructure teams on server, application, and network-related incidents.

Production Support

• Participate in P1/P2 incident management.
• Support production deployments and post-deployment validation.
• Monitor recurring application issues and identify trends.
• Support hotfix validation and emergency production changes.
• Participate in RCA preparation for major incidents.

Problem Management

• Identify recurring incidents and initiate problem-management activities.
• Perform root-cause analysis.
• Document:
  • Problem statement
  • Business impact
  • Root cause
  • Contributing factors
  • Immediate mitigation
  • Permanent corrective action
  • Preventive action
• Recommend application, process, monitoring, or infrastructure improvements.

Cross-Team Collaboration

• Work closely with L1 for knowledge transfer.
• Partner with Development for defect analysis and fixes.
• Work with QA for defect reproduction and validation.
• Work with Forms team for document/template-related issues.
• Coordinate with Infrastructure for application/server issues.
• Support client-facing teams during critical incidents.

Required Skills

• 3-6 years of application production-support experience.
• Strong SQL skills.
• Strong troubleshooting and analytical capabilities.
• Experience analyzing application/server logs.
• Understanding of REST APIs and HTTP.
• Knowledge of web applications and browser technologies.
• Experience with SFTP and file-based integrations.
• Experience with ticketing and incident-management processes.
• Strong understanding of incident, problem, defect, and change management.
• Excellent communication and documentation skills.

Preferred Skills

• Mortgage/title/closing application experience.
• Experience with Angular/Java/JBPM or similar enterprise application technologies.
• Experience with SQL Server.
• Experience with AWS/Azure environments.
• Experience with Application Insights or similar monitoring platforms.
• Experience with CI/CD and release management.
• Experience preparing RCAs for production incidents.

Key Performance Indicators

• L2 SLA adherence
• Mean Time to Resolution
• Correct root-cause identification
• Escalation quality
• Production incident resolution
• RCA completion
• Repeat-incident reduction
• Defect identification accuracy
• Knowledge transfer to L1

Reporting

Reports to: Support / Delivery Manager

Works closely with: L1 Support, Forms Team, Development, QA, Infrastructure, DBA, and Client/Business teams.

Supporting Hours

Roster based - 2 AM EST - 7 PM EST

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.