Application Support Engineer (L2 – Enterprise Applications)

About the role

The Application Support Engineer provides Level‑2 technical and production support for critical enterprise applications, ensuring availability, stability, performance and reliability. The role involves incident investigation, resolution, and close collaboration with development, infrastructure, database, security and vendor teams.

Key responsibilities

• Provide L2 technical support for enterprise applications, handling incidents, service requests and performance issues.
• Analyse logs, database records, API responses and integration points to identify root causes.
• Use SQL queries for troubleshooting, data validation and reconciliation.
• Troubleshoot REST/SOAP APIs, web services, middleware, batch jobs and third‑party integrations.
• Coordinate with development, QA, database, infrastructure, cloud and cybersecurity teams to resolve complex problems.
• Escalate unresolved issues to L3 or development with detailed findings.
• Participate in root‑cause analysis and implement corrective actions.
• Monitor application health, performance, scheduled jobs and transactions.
• Support releases, upgrades, patches and production deployments, including smoke testing and post‑deployment monitoring.
• Maintain troubleshooting guides, knowledge‑base articles, runbooks and SOPs.
• Adhere to information security, change management and governance requirements.
• Communicate incident status and impact to technical and non‑technical stakeholders.
• Provide guidance to junior engineers and participate in on‑call rotations.

Required profile

• Minimum 5 years of hands‑on L2 application or production support experience.
• Strong analytical skills with the ability to interpret logs and system behaviour.
• Experience working in an ITIL‑based support environment.
• Excellent communication skills for interacting with diverse technical teams and business users.

Required skills

• SQL
• REST and SOAP APIs
• Web services and middleware
• Batch job processing
• Application integration
• Monitoring tools
• ITIL processes
• Understanding of application architecture, databases, operating systems and networks
• Cloud environment familiarity