L1 / L2 Application Support Engineer

Job Title : L1 / L2 Application Support Engineer

Department : Client Business Support / IT Operations

Location : Trivandrum

Reports To : Application Support Lead / Project Manager

Job Summary

We are seeking L1 and L2 Application Support Engineers to provide technical and functional support for our clients’ business-critical applications.

The support team ensures 24x7 operational continuity , quick issue resolution, and excellent client communication through a rotational shift model .

This role is ideal for professionals who have strong troubleshooting skills, a customer-first mindset, and the ability to work collaboratively in a fast-paced, SLA-driven environment.

Employment Terms

Employment Type : Full-time

Probation Period : 3 months (performance-based confirmation)

Shift : Rotational (24x7 coverage)

Work Model : [Work From Office]

Key Responsibilities

L1 – First-Line Client Support

Serve as the first point of contact for client incidents, service requests, and queries.

Log, track, and prioritize issues using the company’s ticketing system (e.g., Jira, ServiceNow, Freshdesk).

Perform initial triage, health checks, and basic troubleshooting .

Communicate clearly and proactively with clients on ticket progress and SLA timelines.

Escalate unresolved or critical issues to L2 or development teams with complete diagnostic information.

Monitor scheduled jobs, batch processes, and system alerts during assigned shifts.

Ensure smooth handover documentation to the next shift team.

L2 – Technical Analysis & Resolution

Handle technical escalations from L1 and perform detailed investigation and troubleshooting.

Analyze application logs, API requests / responses, and database queries to identify root causes.

Troubleshoot data, configuration, and performance-related issues .

Collaborate with development and DevOps teams for fixes, releases, and patch validations.

Conduct post-deployment verification and UAT support for client updates.

Prepare Root Cause Analysis (RCA) reports and contribute to preventive actions.

Maintain internal runbooks, SOPs, and knowledge base documentation .

Shift Plan & Rotational Schedule

To support clients across global time zones, the team operates on a rotational shift basis :

Shift A  - 6 : 00 AM – 2 : 00 PM

Shift B  - 2 : 00 PM – 10 : 00 PM

Shift C  - 10 : 00 PM – 6 : 00 AM

Guidelines :

Employees will work on rotational shifts (weekly or bi-weekly).

24x7 coverage will be maintained across all client geographies.

Weekend / holiday support may be required on rotation.

On-call support during off-hours for critical incidents.

Shift handover reports are mandatory to ensure continuity.

Required Skills & Competencies

For L1 :

Good understanding of web-based applications and end-user workflows.

Strong communication and client-handling abilities.

Familiarity with ticketing tools (Jira, ServiceNow, etc.).

Ability to follow SOPs and troubleshoot recurring user issues.

Basic understanding of databases, APIs, and system monitoring tools.

For L2 :

Proficiency in SQL queries, joins, and data validation .

Experience in log analysis , API debugging , and integration troubleshooting .

Exposure to cloud platforms (AWS / Azure) and monitoring tools (Grafana, Kibana, Datadog).

Basic scripting knowledge (PowerShell, Bash, or Python) preferred.

Understanding of incident and change management processes.

Soft Skills

Excellent verbal and written communication skills.

Strong customer service attitude with ownership mindset.

Ability to collaborate effectively across shifts and teams.

Calm and analytical approach under pressure.

Willingness to work flexible hours in a rotational shift setup .

Qualifications

Bachelor’s degree in Computer Science, Information Technology, or related field.

1–4 years of experience in L1 / L2 application or client support roles.

Prior experience in client-facing environments preferred.

ITIL certification or understanding of ITIL practices (Incident, Problem, Change) is a plus.