Application Support Engineer 2

Trueblue; Gurugram District; On-site; INR 800,000 - 1,000,000; Full time

Job summary

PeopleScout is seeking an experienced L2 Application Support specialist to address technical issues related to software implementation, functionality, and upgrades. You will resolve customer complaints, prepare problem reports, and create troubleshooting documentation for each issue.

Work with the application support and development teams to diagnose problems, review logs, perform RCA, and ensure timely resolution within SLA.

Qualifications

• 5–8 years of experience in L2 Application Support, preferably SaaS.
• Strong troubleshooting skills with Java, SQL, and REST APIs.
• Hands-on Core Java (Java 8+) and Spring Boot experience.
• Experience troubleshooting production issues, RCA, and incident resolution within SLA.
• Proficient in log analysis using Splunk/Kibana/ELK/Grafana and related tools.
• Familiarity with ServiceNow/Jira and Linux basics, plus strong customer communication.

Responsibilities

• Provide L2 support for SaaS tickets and resolve customer issues.
• Analyze Java code, debug, and coordinate with Development teams.
• Review application logs, identify root causes, and ensure timely resolution within SLA.
• Document troubleshooting guides and outcomes for future reference.
• Collaborate with PM/Account teams to propose solutions for deployments and workflows.

Skills

L2 Application Support

SaaS support

Java

SQL

REST APIs

Core Java 8+

Spring Boot

SQL databases

Postman

Log analysis (Splunk/Kibana/ELK/Graf)”

ServiceNow/Jira

Linux basics

Troubleshooting

Customer communication

Tools

Postman

Splunk

Kibana

ELK

Grafana

ServiceNow

Jira

Linux

Job description

ROLE:

Address technical issues relating to software implementation, function, and upgrades. Resolve customer complaints or problems and create product problem reports and troubleshoot documents for each issue. Work closely with application support and development teams to identify and resolve any technical problems that might arise during the development of software. Work with Implementation teams and Account managers to recommend solutions to new customer implementations and workflows.

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Understanding the PeopleScout architecture and framework
• Provide L2 support for tickets passed on by L1 support team using advanced knowledge of Java, SQL, Stored Procedures, Functions, and database development.
• Analyze and understand Java code to debug, trace, and communicate technical issues effectively with the Development team.
• Review application logs, perform exception analysis, monitor system performance, and identify root causes to ensure timely issue resolution and optimal application performance.
• Provide technical support to application support team
• Develop solutions to complex customer and software problems
• Assist with software design and development
• Work within an agile environment
• Deliver sprint commitments on time
• Be responsible for your own code, and work with others to improve the quality and deliver of theirs
• Document troubleshooting guides and outcomes of problems, analysis and solutions for future re-use

MUST HAVE SKILLS:

• 5 to 8 years of experience in L2 Application Support, preferably supporting SaaS products.
• Strong troubleshooting skills with Java applications, SQL, and REST APIs.
• Strong hands‑on experience with Core Java (Java 8 or above).
• Good understanding of Spring Boot and Java-based enterprise applications.
• Experience troubleshooting production issues, performing root cause analysis (RCA), and resolving incidents within SLA
• Strong SQL skills with databases such as Oracle, MySQL, PostgreSQL, or SQL Server.
• Experience working with REST APIs, JSON, and API testing tools like Postman.
• Ability to analyze application logs using tools such as Splunk, Kibana, ELK, or Grafana.
• Excellent customer communication skills with experience managing client interactions and providing timely updates.
• Familiarity with ServiceNow/Jira, Linux basics, and log analysis for application support