Application Support Engineer-L1/ L2

Xebia It Architects; United States; Hybrid; USD 6,200 - 9,400; Full time

Benefits offered by this job

Hybrid work model

Rotational shifts 24x7 coverage

Job summary

Xebia It Architects is seeking a proactive L1/L2 Application Support Engineer to provide production support for business-critical applications and digital platforms. You will handle incidents, monitoring, and troubleshooting to ensure high availability across systems.

The role requires incident management, log analysis with Splunk/Dynatrace, and collaboration with cross-functional teams. Rotation shifts and 24x7 support are part of the operations.

Qualifications

• Strong understanding of Application Support / Production Support processes.
• Experience with monitoring and observability tools.
• Basic SQL knowledge and log analysis experience.
• Experience using ITSM tools like ServiceNow or JIRA.

Responsibilities

• Provide L1/L2 production support for web applications and integrated systems.
• Monitor application health, alerts, logs, and business-critical transactions.
• Perform incident triage, troubleshooting, root cause analysis, and resolution within defined SLA timelines.
• Analyze application and infrastructure logs using monitoring tools such as Splunk, Dynatrace, Kibana, Grafana, AppDynamics.
• Manage incidents, service requests, and problem tickets through ITSM tools.
• Support website functionalities, APIs, and third-party integrations.
• Create and maintain support documentation, SOPs, knowledge articles, and troubleshooting guides.
• Track recurring issues and propose process improvements.

Skills

Application Support

Production Support

REST APIs

Microservices

Splunk

Dynatrace

Kibana

Grafana

AppDynamics

SQL

ServiceNow

JIRA

ITSM

Incident Management

On-call

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field

Tools

Splunk

Dynatrace

Kibana

Grafana

AppDynamics

Job description

L1/L2 Application Support Engineer

Ok to work from 2:30 PM IST - 11:30 PM IST

Job Description: L1/L2 Application Support Engineer

We are seeking a proactive and customer-focused L1/L2 Application Support Engineer to provide production support for business-critical applications and digital platforms. The candidate will be responsible for incident management, monitoring, troubleshooting, issue resolution, and ensuring high application availability while collaborating with cross-functional teams.

Key Responsibilities

• Provide L1/L2 production support for web applications and integrated systems.
• Monitor application health, alerts, logs, and business-critical transactions.
• Perform incident triage, troubleshooting, root cause analysis, and resolution within defined SLA timelines.
• Analyze application and infrastructure logs using tools such as Splunk, Dynatrace monitoring platforms.
• Manage incidents, service requests, and problem tickets through ServiceNow, JIRA, or similar ticketing tools.
• Support website functionalities, APIs, and third-party integrations.
• Create and maintain support documentation, SOPs, knowledge articles, and troubleshooting guides.
• Track recurring issues and proactively recommend process and operational improvements.
• Support shift-based operations and participate in on-call activities when required.

Required Skills

• Strong understanding of Application Support / Production Support processes.
• Knowledge of web applications, REST APIs, and microservices architecture.
• Experience with monitoring and observability tools such as Splunk, Dynatrace, Kibana, Grafana, AppDynamics, etc.
• Basic SQL knowledge and ability to perform log analysis and data validation.
• Experience working with ServiceNow, JIRA, or similar ITSM tools.
• Strong analytical and troubleshooting skills.
• Excellent verbal and written communication skills.
• Ability to work in rotational shifts and handle critical production incidents.

Preferred Skills

• Experience supporting eCommerce or customer-facing web applications.
• Familiarity with FullStory, Dynatrace, or digital experience monitoring tools.
• Understanding of website performance, user journeys, and transaction monitoring.

Experience

• 4+ years of experience in Application Support / Production Support.
• Experience supporting enterprise web applications and customer-facing platforms preferred.

Education

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

Location: Gurgaon / Hybrid (as per project requirement)
Shift: Rotational Support Shifts (24x7 support model)

Do NOT share profiles from the following backgrounds:

• Desktop Support Engineer
• Network Support Engineer
• Network Operations (NOC)
• System Administrator
• Server Administrator
• IT Helpdesk
• Hardware Support Engineer
• Infrastructure Support Engineer
• End User Computing (EUC) Support
• Desktop Management / Field Support