JOB DESCRIPTION | Support Engineer – L2 Application Support

Department

IT Operations / Application Production Support

Experience

1 – 3 Years in IT Production Support

Support Level

L2 – Application & Infrastructure Support

Employment Type

Full-Time | Shift-based / On-call

Role Overview

We are looking for a Application Support Engineer with 1–3 years of experience in IT production support to serve as an L2 specialist. You will be the key escalation point between L1 and L3/engineering teams, responsible for triaging and resolving complex application issues across multiple client environments while ensuring SLA compliance and minimal disruption to operations.

Key Responsibilities

Production & Incident Support
- Provide L2 support for production/non-production issues across multiple client environments; act as escalation point for L1 tickets
- Monitor system health, respond to critical incidents, contribute to RCA, and implement corrective actions within defined SLAs
- Debug Python-based services, analyse logs (application, system, server),



and resolve API/data flow issues
- Manage incident lifecycle end-to-end through detection, resolution, client communication, and post-mortem documentation
- Worked on ServiceDesk Tool like JSM, ServiceNow and should have knowledge of tool like AWS Cloud Watch, or any other Monitoring tools for log monitoring and system and service level monitoring
- Responsible to perform Routine performance and Sanity check for system and service level

Operations & Maintenance
- Support application deployments, change requests, and patch releases; collaborate with L3 Team on workplace/performance issues
- Handle MySQL/SQL queries, troubleshoot RabbitMQ/Redis in production, and execute/validate runbooks and SOPs
- Maintain ITSM ticket documentation; contribute to knowledge base and guide L1 teams on known issue resolution

Required Skills

Technical (Must Have)
- 1–3 years in IT/application production support with proven L2 multi-client

📌 Application Support Engineer (Hyderabad)
🏢 ZestIOT
📍 Hyderabad