Technical Analyst - II

TB India Talent Acquisition Springboard; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Greatjob is seeking an experienced L2 Application Support engineer to address technical issues across software implementation, function, and upgrades. You will resolve customer complaints, document problems, and troubleshoot for future reuse.

Collaborate with support and development teams to identify root causes and ensure timely resolutions. You'll work within an agile environment, deliver sprint commitments, and contribute to the quality of code through documentation and knowledge sharing.

Qualifications

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

Responsibilities

• Address technical issues related to software implementation, function, and upgrades.
• Resolve customer complaints and create product problem reports and troubleshoot documents for each issue.
• Work closely with application support and development teams to identify and resolve technical problems during software development.
• Collaborate with Implementation teams and Account managers to recommend solutions to new customer implementations and workflows.

Skills

Core Java

SQL Databases

REST APIs

Spring Boot

RCA

Log Analysis

Customer Communication

Jira

Tools

ServiceNow

Jira

Postman

Splunk

Kibana

ELK Stack

Grafana

Job description

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