The L2 Application Support Engineer is responsible for overseeing the day-to-day operations of the technical support team. This role involves leading the investigation and resolution of complex issues across web and mobile platforms, ensuring high availability and performance. The engineer will act as the technical authority for the L2 tier, bridging the gap between L1 Support and the L3 Engineering teams.
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Key Responsibilities:
- Advanced Troubleshooting: Perform deep-dive analysis into application failures for web (ReactJS), mobile (React Native and Flutter), and backend (Spring Boot).
- Incident Management: Lead "War Room" sessions for critical incidents and communicate technical updates to stakeholders.
- Root Cause Analysis (RCA): Conduct thorough RCAs for recurring issues and collaborate with L3/DevOps teams for permanent fixes.
- Monitoring & Observability: Utilize tools like ELK Stack, Splunk, Datadog, or New Relic to monitor system health and configure alerts.
- Knowledge Management: Maintain and update the technical knowledge base and ensure the accuracy of support documentation.
- Deployment Support: Assist in the deployment of hotfixes and releases, performing post-release checks across all platforms.
Required Technical Skills:
- Frontend & Mobile: Experience debugging ReactJS (Redux/Context API) and knowledge of mobile frameworks such as React Native and Flutter.
- Backend: Understanding of Spring Boot architecture, proficiency in Java, and JVM monitoring.
- Databases & Tools: Strong SQL skills and experience with Postman for API testing.
- Infrastructure: Knowledge of CI/CD pipelines (Jenkins/GitLab) and cloud environments (AWS/Azure).
Qualifications:
- Experience: 5-8 years in technical support.
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Soft Skills: Exceptional problem-solving abilities, ability to work under pressure, and strong communication skills in English.
- Certifications: ITIL Foundation, AWS/Azure certifications, or Java/React certifications are preferred.
Performance Metrics (KPIs):
- Mean Time to Resolve (MTTR)
- Percentage of First-Time Fixes
- Application Uptime and Crash-free session percentage
- SLA Compliance Rate
