L1/L2 Technical Support Engineer

Job Summary :

We are looking for a skilled and customer-focused Technical Support Engineer (L1 & L2) with expertise in Java and Python to join our dynamic support team.

This role involves diagnosing, troubleshooting, and resolving technical issues for enterprise clients.

The ideal candidate will have a solid understanding of application support, APIs, backend services, and scripting.

You will serve as a key point of contact for technical escalations and collaborate closely with development and infrastructure teams to ensure client satisfaction.

Key Responsibilities :

L1 Support Responsibilities :

- Serve as the first point of contact for users seeking technical assistance via ticketing systems, email, or phone.

- Record and classify support tickets and perform basic troubleshooting steps for software, scripts, or application-level issues.

- Guide users through basic problem-solving techniques and escalate complex issues to L2.

- Monitor system dashboards and alerts, and document recurring issues for knowledge base creation.

L2 Support Responsibilities :

- Perform deep-dive technical analysis and debugging of issues related to Java or Python applications.

- Troubleshoot backend services, API calls, integrations, and log-level errors using tools like Postman, curl, or log aggregators.

- Work with internal teams (engineering, QA, DevOps) to resolve bugs, performance issues, and environment-related errors.

- Contribute to incident management and root cause analysis (RCA).

- Create and maintain technical documentation, standard operating procedures, and FAQs.

Technical Skills Required :

- Languages : Java (core), Python (scripting & backend automation)

- Operating Systems : Windows, Linux/Unix (basic commands and log navigation)

- Tools : Postman, Curl, Git, JIRA, ServiceNow/Zendesk/Freshdesk

- Databases : Basic SQL knowledge for querying and debugging

- Web & API : RESTful API understanding, JSON/XML response troubleshooting

- Monitoring & Logs : Experience with tools like Kibana, Splunk, or ELK Stack is a plus

- Version Control : Git/GitHub/GitLab

Candidate Profile :

- Bachelors degree in Computer Science, IT, or related field.

- 26 years of experience in technical support, application support, or backend support roles.

- Strong problem-solving abilities and debugging skills.

- Ability to prioritize tasks and handle critical incidents under pressure.

- Excellent communication and interpersonal skills.

Preferred Qualifications :

- Experience with SaaS platforms or supporting cloud-native applications.

- Knowledge of shell scripting or automation is a plus.

- Exposure to ITIL practices and incident/change management