L2 Application Support Engineer

JOB SUMMARY

The Level 2 Application Support Engineer serves as the final escalation point for application issues in production environments. This role requires strong analytical and development skills to investigate, troubleshoot, and resolve complex application issues. The position supports incident, problem, and change management processes and contributes to continuous service improvement while collaborating across global teams and engaging directly with business users.

KEY RESPONSIBILITIES

1. Application Support & Incident Management

• Receive and resolve escalated incidents from L1 support.
• Conduct deep-dive analysis and code/data investigation to resolve system issues.
• Identify root causes and implement quick workarounds or long-term fixes.
• Communicate directly with end users for incident clarification and resolution.
• Document solutions and contribute to the team knowledge base.

Problem Management

• Identify and escalate recurring issues or potential problems.
• Analyze root causes and implement corrective or preventive measures.
• Ensure implemented solutions do not create new issues.
• Collaborate with Domain Leads and Problem Manager for resolution validation.

Change Management

• Evaluate and implement approved change requests.
• Translate business requirements into functional and technical specifications.
• Develop and test code enhancements following established best practices.
• Coordinate with QA for unit testing and release validation.

Customer Service

• Maintain excellent customer relations by providing timely and effective support.
• Assist in complex troubleshooting and ensure high service quality.
• Provide proactive updates to clients and document service delivery.

Development & Maintenance

• Perform perfective and adaptive maintenance on multiple applications.
• Implement minor enhancements and backend optimizations.
• Participate in deployment and release support activities.
• Work across multiple projects and technology stacks as needed.

Administrative & Documentation

• Adhere to CMMI standards and internal SOPs.
• Maintain service deliverable trackers and generate reports.
• Participate in applicant assessments and technical evaluations.

Team Collaboration & Knowledge Sharing

• Work closely with Leads and peers for guidance and project updates.
• Share expertise and assist in onboarding or training team members.
• Participate in project turnovers and support handoffs.

Learning & Development

• Stay updated with evolving technologies and business processes.
• Continuously improve technical knowledge and share learnings with the team.

Other Duties

• Perform other job-related tasks as assigned by management.

PRINCIPAL WORK RELATIONSHIPS

Internal:

L1, L2, L3 Support Teams, Incident & Problem Managers, Project Managers, Analyst Programmers, QA Analysts, Immediate Supervisors, ESSPI Leadership

External:

Customer IT Teams, Business Users, Consultants

QUALIFICATIONSEducation

• Bachelor's Degree in Information Technology, Computer Engineering, or related fields.
• Non-IT degrees are welcome with relevant experience.

Experience

• Minimum 3 years as a Full Stack Developer
• At least 1 year in L2 Application Support and ITSM processes (Incident, Problem, Change)
• Experience in domain-specific processes is a plus

Technical Skills (Must-Have)

• Proficiency in C# / .NET
• Strong experience with SQL Server
• Solid understanding of RESTful APIs
• ReactJS (with Hooks and Redux)
• AngularJS and TypeScript
• Visual Studio, VS Code
• Git and Gitflow
• Azure DevOps (Repos and Pipelines)

Technical Skills (Good-to-Have)

• Micro Frontend Architecture
• Bootstrap, CSS,
• Azure Functions, Azure Pipelines
• Unit testing tools (Cypress, Jest)
• RCA and bug investigation exposure
• Familiarity with ITIL practices and technical documentation

Soft Skills & Traits

• Strong problem-solving and analytical skills
• Attention to detail, urgency, and accountability
• Effective communicator and team player
• Self-motivated, fast learner, and adaptable
• Works well under pressure with minimal supervision
• Desire to mentor and support colleagues

WORK CONDITIONS

• May require shifting schedules or extended work hours depending on incident criticality
• Occasional travel may be required to support deployments or client engagements
• Must be flexible in handling support across different applications and technologies

What to Expect

• Hybrid work-setup
• Competitive Salary

Job Types: Full-time, Fixed term

Contract length: 6-12 months

Benefits:

• Flexible schedule

Experience:

• Full Stack: 3 years (Required)

Work Location: In person