Triage L2 Support Engineer
Triage L2 Support Engineer
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Job Description
We are seeking a detail-oriented and proactive Triage L2 Support Engineer to join our application support team. The role is responsible for analyzing troubleshooting and resolving escalated issues related to our software applications. This position acts as the bridge between frontline support (L1) and specialized technical teams (L3/Engineering) ensuring timely resolution of incidents and maintaining high levels of customer satisfaction.
Key Responsibilities-
Handle and resolve L2 escalations from L1 support ensuring timely triage and response.
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Perform root cause analysis reproduce issues and document findings for complex incidents.
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Collaborate with L3 engineering and product teams for unresolved issues providing detailed logs analysis and steps to reproduce.
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Manage incident lifecycle including logging prioritizing tracking and closing support tickets in accordance with SLAs.
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Provide application configuration support system monitoring and performance checks.
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Create and update knowledge base articles FAQs and runbooks to empower L1 support and improve self-service resources.
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Proactively identify recurring issues and suggest permanent fixes or process improvements.
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Ensure clear communication with stakeholders regarding ticket status impact and resolution timelines.
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Participate in on-call rotation and support critical incident management processes.
Required Skills & Qualifications
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Bachelors degree in Computer Science Information Technology or related field (or equivalent experience).
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3 years of experience in application support production support or L2 triage role.
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Strong troubleshooting skills in software applications databases APIs and integrations.
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Proficiency with log analysis monitoring tools and ticketing systems (e.g. ServiceNow JIRA Zendesk).
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Familiarity with Java SQL queries and basic scripting (Python PowerShell or Shell scripting).
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Working knowledge of cloud environments (AWS Azure or GCP) is a plus.
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Excellent communication and documentation skills with customer-focused mindset.
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Ability to work under pressure in fast-paced production environments.
Employment Type
Full-time
