This position involves handling escalated tickets from Level 1 support (L1) for functional or technical issues in web applications. You will be responsible for reproducing issues in test or staging environments to identify bugs or misconfigurations, alongside conducting detailed log analyses, SQL/database checks, and API validations. Incident management skills are essential as you will classify and prioritize incidents based on their severity and business impact, and escalate unresolved issues to the Level 3 development team with appropriate documentation and root cause findings. Collaboration with L1 and L3 teams during major incidents and post-incident reviews is also part of the role.
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Additional responsibilities include communicating with business users or clients to gather more information when necessary, providing workarounds or solutions while permanent fixes are being developed, and maintaining a knowledge base and support documentation. You will also prepare scripts or SQL queries to validate data or resolve issues, perform basic configuration changes or updates in non-production environments, and conduct release verification and smoke testing after deployments.
A key aspect of the role is continuous improvement, which involves analyzing recurring issues to suggest long-term fixes or enhancements and providing feedback to development and QA teams to improve application stability and usability.
Skills & Qualifications:
Technical Skills:
- Strong experience with .NET, Angular, and VB.
- Understanding of web technologies such as HTTP, HTML, CSS, and JavaScript.
- 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.
Work Conditions:
At the company, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
