L1/L2 Technical Support Engineer

Job Summary

We are looking for a skilled and customer-focused Technical Support Engineer (L1 & L2) with expertise in Java and Python to join our dynamic support team.This role involves diagnosing, troubleshooting, and resolving technical issues for enterprise clients.The ideal candidate will have a solid understanding of application support, APIs, backend services, and scripting.You will serve as a key point of contact for technical escalations and collaborate closely with development and infrastructure teams to ensure client satisfaction.

Key Responsibilities

L1 Support Responsibilities :

• Serve as the first point of contact for users seeking technical assistance via ticketing systems, email, or phone.
• Record and classify support tickets and perform basic troubleshooting steps for software, scripts, or application-level issues.
• Guide users through basic problem-solving techniques and escalate complex issues to L2.
• Monitor system dashboards and alerts, and document recurring issues for knowledge base creation.
  

L2 Support Responsibilities

• Perform deep-dive technical analysis and debugging of issues related to Java or Python applications.
• Troubleshoot backend services, API calls, integrations, and log-level errors using tools like Postman, curl, or log aggregators.
• Work with internal teams (engineering, QA, DevOps) to resolve bugs, performance issues, and environment-related errors.
• Contribute to incident management and root cause analysis (RCA).
• Create and maintain technical documentation, standard operating procedures, and Skills Required :
• Languages : Java (core), Python (scripting & backend automation)
• Operating Systems : Windows, Linux/Unix (basic commands and log navigation)
• Tools : Postman, Curl, Git, JIRA, Databases : Basic SQL knowledge for querying and debugging
• Web & API : RESTful API understanding, JSON/XML response troubleshooting
• Monitoring & Logs : Experience with tools like Kibana, Splunk, or ELK Stack is a plus
• Version Control : Profile :
• Bachelors degree in Computer Science, IT, or related field.
• 26 years of experience in technical support, application support, or backend support roles.
• Strong problem-solving abilities and debugging skills.
• Ability to prioritize tasks and handle critical incidents under pressure.
• Excellent communication and interpersonal Qualifications :
• Experience with SaaS platforms or supporting cloud-native applications.
• Knowledge of shell scripting or automation is a plus.
• Exposure to ITIL practices and incident/change management
  

(ref:hirist.tech)