L2 Support Engineer

About You

You are a detail-oriented and analytical professional passionate about providing high-quality technical support for modern applications and systems. You thrive in environments where you can diagnose complex issues, improve processes through automation, and collaborate closely with development and operations teams. You enjoy working across a diverse ecosystem of technologies from web and mobile apps to databases, integrations, and reporting tools—ensuring that everything runs reliably and efficiently.

You Bring to Applaudo the Following Competencies:

• Bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or a related field or equivalent professional experience.
• 3+ years of experience in technical support roles (L2 or advanced L1) for enterprise or SaaS environments.
• Strong understanding of web and mobile application ecosystems, including APIs, integrations, and automation tools.
• Experience supporting databases (SQL, PostgreSQL, or MySQL) including writing queries, analyzing logs, and troubleshooting performance.
• Familiarity with Power BI, RPA platforms (UiPath, Power Automate, or similar), and monitoring/observability tools (e.g., Datadog, New Relic, Grafana, or Azure Monitor).
• Experience managing incidents and tickets through tools such as Jira or ServiceNow.
• Basic scripting knowledge in Python, PowerShell, or Bash (nice to have).
• Understanding of ITIL principles and experience supporting 24/7 monitored environments.
• Excellent communication and documentation skills for cross-functional collaboration.
• Intermediate to Advanced English proficiency (B2–C1) able to support US-based clients in written and verbal communication.

You Will Be Accountable for the Following Responsibilities:

• Provide L2 technical support for the Innovation group, focusing on web/mobile applications, databases, Power BI, RPA, and integrations (APIs).
• Investigate and resolve incidents escalated from L1 support or monitoring systems, ensuring quick turnaround and minimal downtime.
• Collaborate with development and infrastructure teams to troubleshoot issues, validate fixes, and improve system reliability.
• Maintain and improve application observability, monitoring dashboards, and alerting rules to detect anomalies proactively.
• Perform data analysis and troubleshooting in SQL and other query tools to identify root causes of technical or performance issues.
• Support and monitor RPA workflows and data integrations between internal and external systems.
• Assist in automating repetitive support tasks and improving incident resolution workflows.
• Ensure accurate ticket documentation, following established SLAs and escalation protocols.
• Partner with the Indian 24/7 support team for seamless global coverage and knowledge transfer.
• Participate in post-incident reviews, contributing to process improvement and reliability initiatives.

Here at Applaudo Studios values as trust, communication, respect, excellence and team work are our keys to success. We know we are working with the best and thus treat each other with respect and admiration without asking.

Submit your application today, and don't miss this opportunity to join the Best Digital team in the Region!

We truly appreciate all the hard and outstanding work our team makes every day at Applaudo Studios, and that's why the perks that we offer, are deeply thought and designed as a way to thank them for their commitment and excellence.

Some of our perks and benefits:

• Celebrations
• Special discounts*
• Entertainment area*
• Modern Work Spaces*
• Great work environment
• Private medical insurance*

*Benefits may vary according to your location and/or availability. Request further information when applying.