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DXC Technology is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. The Level 2 Support Engineer for Custom Applications is responsible for troubleshooting, diagnosing, and resolving issues related to web-based software platforms. This role serves as the escalation point for Level 1 support and collaborates closely with development, QA, and infrastructure teams to ensure system stability and customer satisfaction.
Key Responsibilities:
- 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, escalating unresolved issues to Level 3 (development team) with proper documentation and root cause findings.
- Communicate with business users or clients to gather additional information when needed.
- Prepare scripts or SQL queries to validate data or resolve issues and perform basic configuration changes in non-production environments.
- Analyze recurring issues to suggest long-term fixes or enhancements and provide feedback to development/QA teams to improve application stability and usability.
Technical Skills:
- Strong understanding of technologies (Java, .NET, 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
Communication Tools: Slack, Microsoft Teams, Email
Code/CI Tools: Git, Jenkins, GitHub Actions
Job Location: Riyadh, Saudi Arabia
Work Conditions: Full-time, onsite in Riyadh
DXC Technology believes strong connections and community are key to success and prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances.
