L2 Support Engineer

We are looking for a dedicated and technically skilled Level 2 Support Professional to handle escalated application issues, provide in-depth troubleshooting, and work closely with Level 1 support, engineers, infrastructure team and other stakeholders. This role requires a strong understanding of IT systems, excellent problem-solving skills, and the ability to work in a fast-paced environment. This role operates during Eastern Standard Time (EST) business hours. Key responsibilities include handling escalated technical issues from Level 1 support, identifying root causes through debugging, addressing configuration-related issues, monitoring system logs and scheduled tasks, and performing data insertions and updates as needed. Ensure timely resolution of issues within defined SLAs and escalate to Level 3/Engineering when necessary. Assist in deploying patches, updates, and system configurations. Train or guide Level-1 staff when necessary and help in root cause analysis for recurring incidents. Maintain documentation of standard operating procedures, configurations, and known issues. Qualifications & Experience: 2-4 years of experience in Application Support or a similar technical support role. Experience with cloud-based database environments (eg, Postgres, Oracle, Azure SQL Database). Knowledge of scripting languages like Python. Exposure to DevOps tools and CI/CD pipelines. Additional requirements and skills: Excellent verbal and written communication skills. Ability to work independently as we'll as part of a team. Strong organizational skills and attention to detail. Ability to manage multiple tasks and priorities in a fast-paced environment. Above all, we value aptitude and the willingness to learn.