Level 2 Support Engineer

Position Accountability Statement

This Level 2 Support Engineer role is crucial for ensuring the stability, performance, and availability of our business-critical applications. The ideal candidate will have a minimum of three (3) years of experience in providing hands-on technical support, troubleshooting complex system issues, and working collaboratively with the stakeholders and development teams.

Job Responsibilities

Incident and Problem Management

• Provide timely and effective Level 2 technical support for critical production applications, systems, and services, adhering to established Service Level Agreements (SLAs).
• Diagnose, troubleshoot, and resolve complex application errors, performance issues, and system malfunctions, often involving database queries, log analysis, and external system integrations.
• Manage the full incident lifecycle, including logging, prioritization, escalation, resolution, and communication with internal stakeholders and end-users (collaboration with Incident Management).
• Identify recurring incidents, perform root cause analysis (RCA), and implement permanent fixes or workarounds to prevent future occurrences (collaboration with Problem Management Team).
  
  

• Monitor application performance, system health, and critical transaction flows using specialized monitoring tools.
• Execute planned system maintenance, including application deployments, configuration changes, and patch management.
• Ensure application data integrity and perform routine data reconciliation tasks as needed.
• Develop and maintain comprehensive documentation for support procedures, system configurations, knowledge articles, and troubleshooting guides.
  
  

• Act as the primary escalation point from Level 1 support and collaborate closely with cross-functional teams, including Development (Level 3), QA, and Infrastructure Operations or Vendors, to resolve issues efficiently.
• Assist in the testing and validation of new releases, patches, and system upgrades prior to deployment into production environments.
• Participate in the On-Call rotation schedule to provide 24/7 support for critical production issues as required.
  
  

• Strives to embody, commits to support, and deliver the quality policy, objectives and initiatives of the organization;
• Communicates, engages, directs, and supports people to contribute to the Governance and Resilience effectiveness;
• Demonstrates commitment to customers by ensuring applicable statutory and regulatory requirements are determined, understood and consistently met;
• Abides by the Governance and Resilience policies and procedures for the effective management and control of its processes; and
• Promotes and utilizes the Process Approach and Risk-based Thinking at work.
• Performs other RELATED functions that may be assigned BY THE IMMEDIATE SUPERIOR
  
  

• Problem Solving
• Critical Thinking
• Leadership Influence
• Communication Impact
  
  

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of three (3) years of proven experience in an Application Support, Technical Support, or IT Operations role supporting enterprise-level applications.
  
  

• Strong working knowledge of SQL and the ability to write complex queries for data extraction, manipulation, and analysis against relational databases (e.g., MS SQL Server, PostgreSQL, MySQL) is a plus.
• Experience in troubleshooting application issues within a multi-tiered environment (Web, Application, Database).
• Familiarity with interpreting application and system logs.
• Proficiency in MS Office Tools and Google Applications (e.g., MS Excel, Google Sheet, Google Forms, etc.)
• Basic understanding of networking concepts (TCP/IP, DNS, Load Balancers) as they relate to application connectivity.
• Experience with scripting languages (e.g., PowerShell, Python, Bash) for automation of repetitive tasks is a plus.
• Experience with Service Desk Plus, Oracle Platforms (Fusion, ORMB, OHI) is a plus.
  
  

• Excellent problem-solving, analytical, and critical thinking skills.
• Strong written and verbal communication skills, with the ability to clearly articulate technical issues to both technical and non-technical audiences.
• Ability to work effectively under pressure and manage multiple high-priority tasks simultaneously.
• Commitment to high-quality service delivery and customer satisfaction.
• Dedicated to technical upskilling and mastering new platforms to drive operational excellence.
  
  

• ITIL Foundation certification.
• Relevant Microsoft, AWS, or other cloud certifications.