L1 / L2 Application Support Engineer

Job Title: L1 / L2 Application Support Engineer

Department: Client Business Support / IT Operations

Location: Trivandrum

Reports To: Application Support Lead / Project Manager

Job Summary

L1 and L2 Application Support Engineers

24x7 operational continuity

This role is ideal for professionals who have strong troubleshooting skills, a customer-first mindset, and the ability to work collaboratively in a fast-paced, SLA-driven environment. 

Employment Terms

• Employment Type:

  Full-time 

• Probation Period:

  3 months (performance-based confirmation) 

• Shift:

  Rotational (24x7 coverage) 

• Work Model:

  [Work From Office] 

Key Responsibilities

L1 – First-Line Client Support

• Serve as the

  first point of contact

  for client incidents, service requests, and queries. 
• Log, track, and prioritize issues using the company’s ticketing system (e.g., Jira, ServiceNow, Freshdesk). 
• Perform

  initial triage, health checks, and basic troubleshooting

  . 
• Communicate clearly and proactively with clients on ticket progress and SLA timelines. 
• Escalate unresolved or critical issues to

  L2 or development teams

  with complete diagnostic information. 
• Monitor scheduled jobs, batch processes, and system alerts during assigned shifts. 
• Ensure smooth

  handover documentation

  to the next shift team. 

L2 – Technical Analysis & Resolution

• Handle

  technical escalations

  from L1 and perform detailed investigation and troubleshooting. 
• Analyze application logs, API requests/responses, and database queries to identify root causes. 
• Troubleshoot

  data, configuration, and performance-related issues

  . 
• Collaborate with

  development and DevOps teams

  for fixes, releases, and patch validations. 
• Conduct

  post-deployment verification

  and UAT support for client updates. 
• Prepare

  Root Cause Analysis (RCA)

  reports and contribute to preventive actions. 
• Maintain internal

  runbooks, SOPs, and knowledge base documentation

  . 

Shift Plan & Rotational Schedule

rotational shift basis

Shift A

Shift B

Shift C

Guidelines:

• Employees will work on

  rotational shifts

  (weekly or bi-weekly). 

• 24x7 coverage

  will be maintained across all client geographies. 

• Weekend / holiday support

  may be required on rotation. 

• On-call support

  during off-hours for critical incidents. 

• Shift handover reports

  are mandatory to ensure continuity. 

Required Skills & Competencies

For L1:

• Good understanding of web-based applications and end-user workflows. 
• Strong communication and client-handling abilities. 
• Familiarity with ticketing tools (Jira, ServiceNow, etc.). 
• Ability to follow SOPs and troubleshoot recurring user issues. 
• Basic understanding of databases, APIs, and system monitoring tools. 

For L2:

• Proficiency in

  SQL queries, joins, and data validation

  . 
• Experience in

  log analysis

  ,

  API debugging

  , and

  integration troubleshooting

  . 
• Exposure to

  cloud platforms

  (AWS / Azure) and

  monitoring tools

  (Grafana, Kibana, Datadog). 
• Basic scripting knowledge (PowerShell, Bash, or Python) preferred. 
• Understanding of

  incident and change management

  processes. 

Soft Skills

• Excellent verbal and written communication skills. 
• Strong customer service attitude with ownership mindset. 
• Ability to collaborate effectively across shifts and teams. 
• Calm and analytical approach under pressure. 
• Willingness to work flexible hours in a

  rotational shift setup

  . 

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field. 
• 1–4 years of experience in

  L1/L2 application or client support

  roles. 
• Prior experience in

  client-facing environments

  preferred. 

• ITIL certification

  or understanding of ITIL practices (Incident, Problem, Change) is a plus.