Support Engineer L2

About the role

The Support Engineer L2 will ensure the stability, performance, and availability of our applications by handling tickets, performing preventive maintenance, and executing change requests. You will work closely with development and support teams to resolve incidents, improve processes, and maintain high‑quality service delivery.

Key responsibilities

• Manage and resolve all request tickets, incidents, and root‑cause analyses.
• Perform quarterly preventive maintenance and application performance assessments.
• Execute standard and normal changes while ensuring no post‑release incidents.
• Maintain application availability and capacity within defined thresholds.
• Handle configuration and change management through the ticketing system, adhering to SLA.
• Communicate with users via email, messaging apps, or phone to gather requirements.
• Create, update, and train the support team on SOPs for new changes.
• Provide regular reporting (daily/weekly/monthly) and ad‑hoc data audits.

Required profile

• Bachelor’s degree in IT, Computer Science, Computer Engineering, or Information Systems.
• Minimum 3 years experience as a Level 1 Support Engineer.
• Willingness to work 24/7 on‑call duties.
• Strong verbal and written communication skills.
• Excellent problem‑solving, documentation, and customer‑service abilities.
• Familiarity with ITIL methodologies and an analytical mindset for independent decision‑making.

Required skills

• Linux operating systems, shell commands and scripting.
• Database technologies: PostgreSQL, MySQL, MongoDB, SQL, PL/SQL.
• Database GUI tools: DBeaver, pgAdmin, MySQL Workbench.
• Application/Web servers: Nginx, Apache, Tomcat, JBoss, Oracle WebLogic.
• API testing tools: Postman, SOAP UI.
• Cache servers (optional): Redis, Memcache.