L2 Support Engineer - Web Applications
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1 Vacancy
Job Description
Job Description:
The Level 2 Support Engineer for Web Applications is responsible for troubleshooting diagnosing and resolving issues related to web-based software platforms. They serve as the escalation point for Level 1 support and work closely with development QA and infrastructure teams to ensure system stability and customer satisfaction.
Key Responsibilities
- Issue Investigation & Resolution
- Handle escalated tickets from Level 1 support (L1) involving functional or technical issues in web applications.
- Reproduce issues in test/staging environments to identify bugs or misconfigurations.
- Conduct detailed log analysis SQL/database checks and API validation.
- Classify and prioritize incidents based on severity and business impact.
- Escalate unresolved issues to Level 3 (development team) with proper documentation and root cause findings.
- Collaborate with L1 and L3 teams during major incidents and post-incident reviews.
- Communicate with business users or clients to gather additional information when needed.
- Provide workarounds or solutions while permanent fixes are being developed.
- Maintain knowledge base and support documentation.
- Prepare scripts or SQL queries to validate data or resolve issues.
- Perform basic configuration changes or updates in non-production environments.
- Conduct release verification and smoke testing after deployments.
- Analyze recurring issues to suggest long-term fixes or enhancements.
- Provide feedback to development/QA teams to improve application stability and usability.
Requirements
Technical Skills
- Strong understanding of various technologies ( and visual basic)
- Experience with web application architectures (e.g. client/server REST APIs).
- Familiarity with databases (MySQL SQL Server PostgreSQL Oracle) and ability to write basic queries.
- Exposure to version control (Git) CI/CD tools and cloud platforms (AWS Azure GCP) is a plus
Soft Skills
- Strong analytical and problem-solving skills.
- Excellent communication and documentation abilities.
- Ability to work independently and under pressure.
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Employment Type
Full-Time
