L2 Technical Support Engineer

Description :

We are looking for a proactive L2 Technical Support Engineer (3+ years' experience) to handle advanced troubleshooting and resolve complex issues across desktop, web applications, and backend data pipelines.

The role acts as a bridge between L1 (helpdesk) and L3 (engineering), ensuring timely incident resolution, root cause analysis, and high system availability.

Role :

- Provide L2 technical support for Desktop, Web applications & backend data pipeline processes by collaborating with helpdesk, QA, Dev and DevOps Engineers.

- Analyse and identify the root cause of incidents and implement fixes/workarounds and Root Cause Analysis (RCA) for production incidents.

- Handle incident management and issue escalation processes.

- Support production environments and ensure high system availability.

- Maintain documentation for known issues and solutions (KB articles)

- Participate in on-call support rotation.

- Ensure SLA adherence and timely resolution of customer issues.

Required Skills :

- SQL Fetch error logs using SQL queries from log tables and identify root-cause of system issues.

- Linus/Unix - Hands-on experience with Linux/Unix commands for troubleshooting and system analysis

- Basic understanding of APIs (REST, SOAP, JSON, HTTP status codes)

- Troubleshoot issues related to VPN, Proxy, and Linux/Unix environments.

- Strong communication and stakeholder management skills.

Preferred Skills :

- Experience in preparing RCA reports for high-priority issues

- Knowledge on servers hosted on Amazon Web Services, Microsoft Azure, or Google Cloud Platform

- Exposure to scripting & process automation.

- ITIL certification/knowledge is an added advantage.

- Experience in software installations, service configuration, and handling server-related issues.