Level 2 Support Engineer for Integration

The Level 2 Support Engineer for integration 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.

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.
• Incident Management
  • 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.
• User Support & Communication
  • 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.
• Technical Tasks
  • 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.
• Continuous Improvement
  • 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 integration technologies (API gateway, MQ, and Message Broker preferable IBM stack).
  • 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: Slack, Microsoft Teams, Email
  • Code/CI: Git, Jenkins, GitHub Actions

Languages

• English: C2 Proficient

Service Line
Custom Applications