The Level 2 Support Engineer for Integration 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 requires close collaboration with development, QA, and infrastructure teams to ensure system stability and customer satisfaction.
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Responsibilities:
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Issue Investigation & Resolution
Handle escalated tickets from Level 1 support 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.
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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.
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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.
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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.
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Continuous Improvement
Analyze recurring issues to suggest long-term fixes or enhancements.
Provide feedback to development/QA teams to improve application stability and usability.
Skills Description:
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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.
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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
Language Requirements: English (B2 Upper Intermediate)
Location: Riyadh, Saudi Arabia
Work Conditions: Hybrid, Full-time
