Role
L2 Support Engineer
Location
India, Remote (Work from Anywhere in India)
Minimum Qualification
B. Tech. (or equivalent) from an accredited institution
Indicative Experience
5+ Years
Salary
Best in the Market
Other benefits
Health Insurance, Provident Fund, Life Insurance, Reimbursement of Certification
Expenses, Gratuity, 24x7 Health Desk
About the Company
We are a 2-year-old organization with 150+ people. We may not be big. But we do aspire to become great. With a healthy inflow of projects and several clients in US and Europe, we are a financially-sound debt-free organization.
We offer product and applications development expertise to our clients in Healthcare and Life Sciences.
We are headquartered at Pittsburgh, PA in US and have micro-offices at Hyderabad, Chennai, Bengaluru, Delhi
NCR in India.
People form the heart of our strategy. All our policies, decisions and even day-to-day work is governed by this very basic principle.
We truly believe that an organization can prosper only if its people also prosper and are happy.
We do not care if you were fired from your last job, had to take a long break because you had to take care of your family or just decided to take sabbatical because you wanted to try something different. All we care about is what value you can bring to the organization.
Responsibilities
We are looking for an Application Support Engineer who will be responsible for investigating, resolving and/or
escalating issues that come from internal Evaluate teams such as Analysts, Client Success team, Products, etc.
Develop expertise on in-house cloud applications, act as a knowledge holder for the product.
Diagnose and troubleshoot on your own issues with infrastructure configuration, data structure and user
accounts.
Allocate an issue, investigate it, find a root cause, and present the clear and correct bug report to
development team.
Restore a fresh back-up on internal servers on request.
Follow SLAs during triaging incidents from service desk.
Raise critical issues to Products team to set priority for the next iteration.
Create and maintain documentation such as how-to articles, troubleshooting and user guides articles for the
existing knowledge base.
Communicate with Development team / IT Support / Products team / QA team on daily basis.
Analyse requirements for the new functionality.
Conduct knowledge sharing sessions with internal Evaluate teams on request.
Hands-on Experience
L2 Support Engineer
Minimum 5 years of experience as a Technical Support Engineer / QA Engineer / Software Developer of complex
enterprise applications.
Competencies
Mandatory:
Knowledge of SDLC and the role of Support Engineer in it, bug/incident lifecycle.
Experience of working with the desktop and web applications.
Deep knowledge of REST API, understanding of client-server architecture.
Experience with Dev Tools, Postman, Swagger.
Knowledge of HTML/CSS.
Knowledge and experience with SQL, complex queries, query optimisation.
Experience with reading and analysing logs.
Experience in writing internal and customer-oriented documentation.
Ability to successfully troubleshoot and narrow down issues, identify root causes, and find creative
solutions to effectively address customer concerns.
Ability to manage multiple tasks with changing priorities.
General Windows administration knowledge (networking, security, cmd/PowerShell).
Act as a point of communication with the client side, product management team and other parties in the
ecosystem.
IT Service Management knowledge.
ITIL certification will be a huge plus.
Nice to have:
Must have strong visual and verbal communication Skills
Experience and desire to work in a global delivery model from a permanent work from home Position
