Level 2 Support Engineer – Custom Applications

Level 2 Support Engineer – Custom Applications

Job location: Onsite in Riyadh

Job Summary: The Level 2 Support Engineer for Web Applications is responsible for troubleshooting, diagnosing, and resolving issues related to web-based software platforms. They serve as the escalation point for Level 1 support and work closely with development, QA, and infrastructure teams to ensure system stability and customer satisfaction.

Key Responsibilities

• Issue Investigation & Resolution
• Handle escalated tickets from Level 1 support (L1) involving functional or technical issues in web applications.
• Reproduce issues in test/staging environments to identify bugs or misconfigurations.
• Conduct detailed log analysis, SQL/database checks, and API validation.
• Incident Management
• Classify and prioritize incidents based on severity and business impact.
• Escalate unresolved issues to Level 3 (development team) with proper documentation and root cause findings.
• Collaborate with L1 and L3 teams during major incidents and post-incident reviews.
• User Support & Communication
• Communicate with business users or clients to gather additional information when needed.
• Provide workarounds or solutions while permanent fixes are being developed.
• Maintain knowledge base and support documentation.
• Technical Tasks
• Prepare scripts or SQL queries to validate data or resolve issues.
• Perform basic configuration changes or updates in non-production environments.
• Conduct release verification and smoke testing after deployments.
• Continuous Improvement
• Analyze recurring issues to suggest long-term fixes or enhancements.
• Provide feedback to development/QA teams to improve application stability and usability.

Technical Skills

• Strong understanding of various technologies (Java, .net and visual basic)
• Experience with web application architectures (e.g., client/server, REST APIs).
• Familiarity with databases (MySQL, SQL Server, PostgreSQL, Oracle) and ability to write basic queries.
• Exposure to version control (Git), CI/CD tools, and cloud platforms (AWS, Azure, GCP) is a plus.

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent communication and documentation abilities.
• Ability to work independently and under pressure.
• Communication: Slack, Microsoft Teams, Email
• Code/CI: Git, Jenkins, GitHub Actions

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