L2 Application Support

L2 Application Support

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

As the L2 Application Support Engineer, you will be responsible for providing second-level technical support for business applications, ensuring system stability, performance, and timely issue resolution within agreed service levels.

Job Description

We are looking for an L2 Application Support Engineer to provide comprehensive technical support for business applications, ensuring their stability and performance while delivering timely issue resolution. This position will be full-time and hybrid.

What You'll Do

Perform detailed troubleshooting including log analysis, database queries, and system checks
Investigate and resolve application incidents escalated from L1 and L2 support, while coordinating with relevant L2 teams
Conduct root cause analysis (RCA) for recurring or high-impact issues and document findings
Implement approved configuration changes and minor application fixes where applicable
Lead the coordination with technical & non-technical stakeholder groups to resolve issues with 48-hour SLAs
Monitor application health, performance metrics, and batch job execution to ensure system availability
Validate application deployments and support go-live activities when required
Maintain incident records, technical documentation, and knowledge base articles
Assist in user acceptance testing (UAT) and post-release validation activities
Identify opportunities for process improvement, automation, and incident reduction

What You'll Need

Required:
Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field
2–4 years of experience in Application Support and Production Support
Proven ability to perform root cause analysis and document findings clearly
Strong communication skills for effective collaboration with both technical and non-technical stakeholders
Working knowledge of database concepts and query execution (e.g., SQL)
Ability to analyze application logs and monitoring tools
Familiarity with ITSM tools (e.g., Jira, HDA, ServiceNow, or similar)

Preferred:
Basic scripting or automation skills (e.g., PowerShell, Bash, or similar)
Understanding of Software Development Lifecycle (SDLC)
Knowledge of incident, problem, and change management processes
Ability to work effectively under pressure during major incidents or production issues

Physical Demands

Ability to safely and successfully perform the essential job functions
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.