L2 Support Engineer

Job Description: L2 Application Support Engineer

Position Count: 3 Roles

Visa: not opt (H1B, H4 Ead, USC, GC and TN)

We are seeking experienced L2 Application Support Engineers to support business-critical production applications in a 24x7 operational environment. This is a hands‑on L2 support role with strong emphasis on incident management, deep troubleshooting, observability, SQL, and cloud‑based applications.

While the role has exposure to SRE/Dev Ops concepts, it is not a pure SRE or Dev Ops engineering position. The primary responsibility is application support, issue diagnosis, and operational stability.

• Provide L2 production application support for mission‑critical systems, ensuring high availability and rapid incident resolution.
• Own incident, problem, change, and BCP management activities in line with ITIL processes, including root cause analysis and post‑incident reporting.
• Troubleshoot application issues using logs, metrics, dashboards, alerts, and SQL queries.
• Actively monitor production environments, proactively identifying performance, stability, and availability issues.
• Use Splunk extensively to analyze logs, create dashboards, configure alerts, and investigate production incidents.
• Interpret system and application metrics using Grafana, identifying trends, anomalies, and performance bottlenecks.
• Write and optimize medium‑complex SQL queries to support troubleshooting, identify slow queries, and assist with performance tuning.
• Support applications hosted on cloud platforms (AWS, Azure, or GCP), including troubleshooting cloud‑native components and services.
• Collaborate closely with development, SRE, platform, and infrastructure teams to resolve issues and improve operational reliability.
• Participate in on‑call rotations and support activities aligned with business‑critical production environments.

• L2 Application Support experience in a 24x7 or business‑critical production environment
• Strong hands‑on experience with ITIL processes (Incident, Problem, Change, BCP)
  • Log analysis and troubleshooting
  • Alert configuration
  • Reading and interpreting dashboards, metrics, and performance graphs
  • Identifying slow queries
  • Query tuning and optimization
• Cloud experience (AWS, Azure, or GCP)
  • Understanding of RDS/managed databases, compute (EC2/VMs), logs, IAM basics
  • Troubleshooting cloud‑hosted applications
• Strong analytical and problem‑solving skills with the ability to work under pressure

• Basic awareness of Dev Ops and SRE concepts (CI/CD pipelines, containers, release processes, reliability concepts)
• Interest in or awareness of AI tools and emerging technologies (nice to have, not mandatory)