L1/L2 Support Engineer (SN0407)
Job Description
We are seeking a highly motivated L1/L2 Support Engineer to work on troubleshooting, resolving, and supporting cloud-based SaaS applications.
- The ideal candidate will be responsible for handling support tickets, diagnosing issues, collaborating with development teams, and ensuring smooth application performance.
- You will work in a dynamic environment, providing technical support and ensuring seamless product functionality.
Key Responsibilities
- Work on development tasks from a backlog in tools like Azure DevOps.
- Provide Level 1 & Level 2 support, addressing and resolving technical issues.
- Troubleshoot and identify bugs, application logs, traces, and metrics for resolution.
- Write reusable and reliable code while assisting in bug fixes and improvements.
- Collaborate with cross-functional teams to diagnose and resolve issues.
- Utilize ticketing systems such as ServiceNow to manage support requests efficiently.
- Analyze application performance, using tools like browser developer tools, Postman, and JMeter.
- Understand REST, HTTP, SQL, and perform basic ASP.NET code reviews to identify root causes of issues.
- Work with Azure services and cloud platforms (AKS experience is a plus).
- Participate in retrospective meetings and share knowledge to improve internal processes.
- Be willing to work in shift rotations (including on-call support for nights and weekends).
- Learn DevOps skills and contribute to cloud application troubleshooting.
- Think critically and recommend mitigation strategies for live production issues.
Required Skills
- Bachelor’s degree in IT, Computer Science, or related field.
- Experience in Level 3/4 support roles.
- supporting cloud-based SaaS applications.
- ticketing systems
- analyze application logs, traces, and performance metrics.
- Basic understanding of REST APIs, HTTP, SQL, and experience using debugging tools like Postman, JMeter.
- ASP.NET
- Azure services
- AKS or Kubernetes
- problem-solving, troubleshooting, and issue resolution.
- communication skills in English
Hiring Team Member
