L2 Onsite Application Support Engineer

Key Responsibilities:

• L2 handles more technical investigation, often interacting with databases, logs, configuration files, or even liaising with developers.
• Deep Functional Understanding
• Full grasp of business logic, workflows, and exceptions
• Understanding how modules connect and where errors might originate
• Application Log Analysis
• Reading backend logs (e.g., Java logs, .NET logs, API logs)
• Identifying stack traces, error codes, and timestamps to pinpoint issues
• Database Access (Read-Only or Limited Write)
• 
  Running SQL queries to verify records, user permissions, transactions
• Checking for missing, duplicate, or corrupted data
• Configuration File Review
• Reading config files (JSON, XML, YAML) for incorrect settings
• Validating integrations
• Environment Awareness
• Knowing how issues differ between Dev, UAT, Prod
• Understanding deployment processes and rollback procedures
• Reproducing issues in test environments
• Verifying bug fixes or patches before deployment
• Interfacing with Developers or Vendors

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• Translating user issues into technical language
• Reporting detailed steps and logs to dev teams or 3rd-party vendors
• Spotting issues tied to specific builds/releases.

Soft Skills Required:

• Proficiency in English (spoken and written).
• Strong communication and interpersonal skills.
• Excellent troubleshooting and problem-solving abilities.
• Customer service orientation with a positive attitude.
• Ability to work in a fast-paced, multilingual environment.