L2 Application Support Engineer

AutomationEdge Pvt. Ltd.; Pune District; On-site; INR 750,000 - 950,000; Full time

Job summary

AutomationEdge Pvt. Ltd. in Pune is seeking an L2 Support Engineer to own escalated issues from L1, perform deep technical diagnosis, and implement fixes within the defined L2 scope.

The role emphasizes RCA, end-to-end validation, and timely resolutions for production incidents during US night shift. The candidate will troubleshoot across application logs, databases, APIs/integrations, and system workflows, with strong incident management, documentation, and cross-team collaboration.

Qualifications

• 1-3 years of L2 Application/Production Support experience.
• Troubleshoot across logs, databases, APIs/integrations, and system workflows.
• Strong SQL/database troubleshooting.
• Experience with analyzing API payloads and transaction-level issues.
• Structured RCA and problem management experience.

Responsibilities

• Take escalations from L1 and perform deep-dive troubleshooting.
• Analyze application logs, database state, integration payloads, and bot execution traces.
• Perform RCA and identify whether issues originate from code, configuration, integrations, or design.
• Apply minor fixes within L2 scope and validate end-to-end.
• Document RCA, resolution, and corrective actions in tickets.
• Identify recurring issues and contribute to improving L1 knowledge base.
• Escalate issues to L3 when code-level changes are required.
• Collaborate with L1/L3 and other teams to drive timely resolution.
• Provide accurate customer-facing status updates and realistic resolution timelines.

Skills

L2 support

Troubleshooting

SQL

Root Cause Analysis

Incident management

Documentation

Communication

APIs

Tools

REST APIs

Web services

Monitoring tools

Log analysis tools

RPA platforms

Job description

Experience: 1-3 Years
Work Mode: WFO
Shift:US Shift 9.00PM to 6.00AM

Role Overview

We are looking for an L2 Support Engineer who can take ownership of escalated issues from L1, perform deep technical diagnosis, identify root causes, and implement fixes within the defined L2 scope.

Key Responsibilities

• Take escalations from L1 and perform deep-dive troubleshooting
• Analyze application logs, database state, integration payloads, and bot execution traces
• Perform Root Cause Analysis (RCA) and identify whether issues originate from application code, configuration, integrations, or design
• Apply minor fixes within L2 scope and validate them end-to-end
• Reprocess, replay, or correct affected transactions/referrals as required
• Document RCA, resolution, and corrective actions in support tickets
• Identify recurring issues and contribute to improving the L1 support runbook / knowledge base
• Escalate issues to L3 when code-level or rule-logic changes are required
• Work closely with L1/L3 and other technical teams to drive timely resolution
• Provide accurate customer-facing status updates and realistic resolution timelines

What We're Looking For

• Strong experience in L2 Application / Production Support
• Hands-on troubleshooting across application logs, databases, APIs/integrations, and system workflows
• Good understanding of SQL and database troubleshooting
• Experience analyzing API payloads, integration failures, and transaction-level issues
• Ability to perform structured RCA and problem management
• Exposure to RPA/bots/automation workflows is preferred
• Strong incident management and troubleshooting mindset
• Good documentation and communication skills
• Ability to distinguish between issues that can be resolved at L2 and those requiring L3 intervention

Good to Have

• Experience with RPA / automation platforms
• Experience with REST APIs and web services
• Knowledge of application monitoring and log-analysis tools
• Exposure to healthcare/insurance workflows or referral-based applications