L2 Application, Data and Analytics Support Engineer
Description
About the role
L2 Application, Data and Analytics Support Engineer providing second-level technical support for business applications, data platforms, and analytics solutions. The role is responsible for investigating and resolving escalated incidents, performing root cause analysis, monitoring application and data processes, and ensuring the availability, reliability, and performance of supported systems. You will work closely with L1 support, L3 technical teams, developers, database administrators, infrastructure teams, and business stakeholders to resolve technical issues, minimize service disruptions, and maintain service quality in accordance with established service-level agreements (SLAs).
Key responsibilities
Monitor application availability, functionality, and performance to identify potential issues and service interruptions.
Analyze system logs, error messages, transaction records, and application behavior to identify the causes of incidents.
Handle and resolve technical incidents and service requests escalated from L1 support.
Perform root cause analysis and identify recurring issues and preventive measures.
Support application deployments, releases, patches, upgrades, maintenance activities, and post-deployment validation.
Assist developers in designing, coding, testing, debugging, and troubleshooting software applications.
Collaborate with team members to identify and resolve software defects and technical issues.
Participate in testing, quality assurance, code reviews, and documentation activities.
Identify opportunities for automation and improvements in monitoring and support processes.
Maintain technical documentation and contribute to application reliability and operational efficiency.
About you
Bachelor's degree in Computer Science, Information Technology, Information Systems, Computer Engineering, or a related field.
At least 2–3 years of relevant experience in application support, production support, system support, IT operations, or a related technical role.
Hands-on experience troubleshooting application issues using system logs, database queries, monitoring tools, and diagnostic utilities.
Experience working with relational databases and SQL for data validation, investigation, and troubleshooting.
Familiarity with IT service management or ticketing systems such as ServiceNow, Jira, or similar platforms.
Experience participating in application or system deployments, releases, patches, upgrades, maintenance, and post-deployment validation.
Familiarity with Linux, Unix, and Windows operating systems.
Knowledge of SQL troubleshooting, querying, maintenance, and problem-solving.
Strong analytical, troubleshooting, and problem-solving skills.
Ability to work independently and collaboratively in a fast-paced production environment.