Sr Support Engineer L-2

Job Summary

We are looking for an Application Support Engineer with hands-on experience in Linux/Unix, Windows administration, monitoring tools, and incident management. The candidate will be responsible for application monitoring, troubleshooting, incident resolution, and ensuring smooth production operations.

Key Responsibilities

• Provide L1/L2 application and production support.
• Troubleshoot application, system, and server-related issues in Linux/Unix and Windows environments.
• Monitor application performance using Splunk, Grafana, and AppDynamics.
• Handle incidents, service requests, and changes using ServiceNow.
• Perform log analysis, root cause analysis (RCA), and issue resolution.
• Coordinate with application, infrastructure, and development teams to resolve production issues.
• Ensure SLA compliance and maintain proper incident documentation.
• Support continuous monitoring and improve application stability and availability.

Required Skills

• 3–5 years of experience in Application Support or Production Support.
• Hands-on experience with Linux/Unix and Windows environments.
• Experience with monitoring tools such as Splunk, Grafana, or AppDynamics.
• Working knowledge of ServiceNow and Incident Management.
• Good troubleshooting, analytical, and communication skills.
• Willingness to work in a production support environment.

Job Details

• Location: Hyderabad
• Work Mode: WFO
• Notice Period: Immediate Joiners Only

📢 We’re Hiring | Application Support Engineer

📍 Location: Hyderabad

💼 Experience: 6+

We are looking for an experienced Application Support Engineer with strong knowledge of Linux/Unix and monitoring tools to join our team in Hyderabad.

🔹 Job Responsibilities:

• Provide L2/L3 application support and troubleshoot production issues.
• Monitor application performance, availability, and system health.
• Work with Linux/Unix environments for log analysis, issue investigation, and troubleshooting.
• Use Splunk, Grafana, and AppDynamics for application monitoring, log analysis, and performance tracking.
• Perform root cause analysis (RCA) and implement preventive measures.
• Handle incidents, service requests, and problem management within defined SLAs.
• Collaborate with development, infrastructure, and database teams to resolve technical issues.
• Support production deployments, releases, and application health checks.

🔹 Required Skills:

• 6–8 years of experience in Application Support.
• Strong hands-on experience with Linux/Unix.
• Good knowledge of Splunk, Grafana, and AppDynamics.
• Experience in production support, incident management, and troubleshooting.
• Strong analytical, communication, and problem-solving skills.

We are looking for an experienced Application Support Engineer with strong expertise in Linux/Unix, Networking, Routing, Load Balancing, and Production Support. The ideal candidate should have hands-on experience troubleshooting application and infrastructure issues using enterprise monitoring and observability tools such as Splunk, Grafana, and AppDynamics.

Key Responsibilities

• Provide L2/L3 production support for enterprise applications and infrastructure.
• Troubleshoot application, Linux/Unix, network, routing, and connectivity-related issues.
• Monitor application and infrastructure health using Splunk, Grafana, and AppDynamics.
• Analyze alerts, logs, performance metrics, and system behavior to identify issues.
• Troubleshoot routing, load balancing, connectivity, and network-related problems.
• Perform incident investigation, troubleshooting, and root cause analysis.
• Coordinate with Network, Infrastructure, Application, and other technical teams for issue resolution.
• Handle production incidents and ensure timely resolution within defined SLAs.
• Participate in problem management and identify recurring issues.
• Perform application health checks and proactively identify potential failures.
• Maintain troubleshooting guides, runbooks, and operational documentation.
• Support planned changes, deployments, and maintenance activities.

Must-Have Skills

Application Support

Linux / Unix

Networking

Routing

Load Balancing

Splunk

Grafana

AppDynamics

Production Support

Incident Management

Troubleshooting

Required Skills & Tools

• 4–6 years of experience in Application / Production Support.
• Strong hands-on experience with Linux/Unix administration and troubleshooting.
• Good understanding of TCP/IP, networking, routing, and connectivity concepts.
• Practical experience troubleshooting load balancing issues.
• Hands-on experience with monitoring and observability tools such as Splunk, Grafana, or AppDynamics.
• Strong log analysis and troubleshooting skills.
• Experience handling production incidents and working within SLA-driven environments.
• Strong communication and coordination skills.

Preferred Experience

• Exposure to ITIL processes including Incident, Problem, and Change Management.
• Experience with scripting/automation using Shell or Python.
• Exposure to cloud environments is an added advantage.
• Experience supporting enterprise-scale applications and infrastructure.

Key Competencies

• Strong analytical and troubleshooting skills.
• Ability to work under pressure during critical production incidents.
• Strong ownership and accountability.
• Excellent communication and stakeholder management.
• Ability to work collaboratively with global technical teams.

Qualifications

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.

We are looking for an Application Support Engineer with strong experience in production support, Linux/Unix administration, and application monitoring to ensure application stability and availability.

Responsibilities

• Provide L1/L2 application and production support.
• Troubleshoot application issues using Linux/Unix commands and log analysis.
• Monitor application health, performance, and availability using monitoring tools.
• Handle incident management, root cause analysis (RCA), and service requests.
• Coordinate with development, database, and infrastructure teams to resolve issues.
• Support deployments, batch jobs, and production activities.

Required Skills

• Strong experience in Application/Production Support.
• Hands-on experience with Linux/Unix commands and shell scripting.
• Experience with monitoring tools such as Splunk, Grafana, AppDynamics, or Dynatrace.
• Knowledge of incident management and ITIL processes.
• Good troubleshooting, analytical, and communication skills.

Key Responsibilities

Platform Monitoring and Reliability

• Monitor the health and performance of EDM’s advertiser, publisher, broker, and internal platforms.
• Maintain monitoring, alerting, logging, and system-health dashboards.
• Investigate platform outages, degraded performance, failed transactions, delayed data, and integration errors.
• Respond to production incidents and coordinate resolutions with the appropriate engineers and vendors.
• Perform root-cause analysis and document corrective and preventive actions.
• Help maintain defined uptime, response-time, recovery-time, and system-reliability targets.
• Identify recurring problems and recommend permanent solutions.

Cloud Infrastructure and Systems Operations

• Maintain and support cloud infrastructure, servers, databases, networks, storage, and production environments.
• Support development, staging, and production environments.
• Assist with infrastructure scaling, system upgrades, patching, backups, and disaster recovery.
• Monitor cloud usage and help control infrastructure and technology costs.
• Maintain access controls, service accounts, certificates, domain configurations, and environment variables.
• Ensure production systems are properly documented and recoverable.

Deployment and Release Support

• Support safe and consistent application deployments.
• Maintain or improve continuous integration and deployment workflows.
• Coordinate release schedules, deployment validation, rollback procedures, and post-release monitoring.
• Help engineering teams identify configuration or infrastructure problems before releases reach production.
• Maintain deployment documentation, technical checklists, and change logs.
• Reduce manual deployment work through automation.

API and Integration Support

• Monitor and troubleshoot third-party APIs, webhooks, postbacks, dialer connections, CRM integrations, payment systems, tracking platforms, and compliance services.
• Investigate failed lead deliveries, missing postbacks, duplicate records, delayed reporting, and authentication problems.
• Support ping-post, real-time bidding, call-routing, SIP, and data-transfer workflows.
• Work with advertisers, publishers, and vendors to diagnose technical integration problems.
• Create clear documentation for common integration methods and troubleshooting procedures.
• Develop alerts that identify integration failures before clients report them.

Call and Lead Operations

• Monitor call-routing, tracking, recording, attribution, and disposition systems.
• Investigate calls that fail to route, connect, record, track, or report correctly.
• Support number provisioning, routing rules, caps, schedules, geographic restrictions, buyer availability, and failover logic.
• Validate that leads, calls, and transactions are properly attributed to the correct advertiser, publisher, campaign, and payout.
• Assist with discrepancies involving call duration, billable events, conversions, payouts, and reporting.
• Help protect revenue by identifying technical leakage and delivery failures.

Data and Reporting Support

• Monitor data pipelines, scheduled jobs, reporting processes, and database performance.
• Investigate discrepancies between platform reporting, billing records, payment records, and third-party systems.
• Write and maintain database queries for troubleshooting, validation, and operational reporting.
• Assist with data corrections using controlled and documented procedures.
• Support dashboards and operational alerts for revenue, margin, consumption, conversion, and platform activity.
• Maintain appropriate controls around production data access and modification.

Security and Access Management

• Support role-based access controls, multifactor authentication, audit logging, encryption, and secure system configuration.
• Provision and remove employee, contractor, client, and vendor access.
• Monitor suspicious activity and report potential security incidents.
• Assist with vulnerability remediation, security reviews, access audits, and incident-response procedures.
• Protect consumer, advertiser, publisher, employee, and company information.
• Follow company policies for credentials, production access, sensitive data, and change management.

Automation and Process Improvement

• Automate repetitive operational tasks using scripts, workflows, APIs, and infrastructure tools.
• Reduce manual work associated with monitoring, deployments, reporting, reconciliation, onboarding, and support.
• Build internal tools that improve visibility and response times.
• Identify operational bottlenecks that affect revenue, margin, client satisfaction, or employee productivity.
• Maintain clear runbooks and standard operating procedures for recurring technical tasks.

Technical Support and Documentation

• Serve as an escalation point for complex platform and integration issues.
• Translate technical problems into clear explanations for nontechnical teams.
• Create and maintain architecture diagrams, system inventories, runbooks, troubleshooting guides, and incident reports.
• Track incidents and technical requests through completion.
• Document known issues, temporary workarounds, permanent resolutions, and system dependencies.
• Participate in an on-call rotation for urgent production incidents.

First 90-Day Priorities

The successful candidate will be expected to:

• Learn EDM’s platforms, infrastructure, integrations, call-routing systems, reporting processes, and revenue workflows.
• Document critical systems, dependencies, credentials ownership, vendor contacts, and escalation procedures.
• Review existing monitoring, alerting, backups, access controls, and deployment procedures.
• Establish baseline metrics for uptime, incident volume, response time, recovery time, deployment success, and integration failures.
• Resolve high-priority recurring production and integration issues.
• Improve alerting for call-routing failures, API errors, delayed data, failed jobs, and reporting discrepancies.
• Create runbooks for the company’s most common and highest-risk technical incidents.
• Identify at least three meaningful automation or cost-saving opportunities.
• Participate in production support and demonstrate ownership of incidents through resolution.

Performance Expectations

Success will be measured by:

• Platform uptime and reliability
• Mean time to acknowledge and resolve incidents
• Reduction in recurring production problems
• Deployment success and rollback rates
• API, postback, webhook, and call-routing reliability
• Reporting and data accuracy
• Backup and recovery readiness
• Quality of technical documentation
• Security and access-control compliance
• Reduction in manual operational work
• Infrastructure costs relative to platform volume
• Responsiveness to internal teams, clients, and technical partners

Required Qualifications

• Three or more years of experience in operations engineering, DevOps, site reliability engineering, cloud infrastructure, systems administration, or production support.
• Hands-on experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Experience supporting Linux-based production environments.
• Working knowledge of networking, DNS, SSL certificates, firewalls, load balancing, and application security.
• Experience with relational databases and SQL.
• Experience troubleshooting REST APIs, webhooks, authentication, and third-party integrations.
• Familiarity with monitoring, logging, alerting, and incident-management tools.
• Experience with scripting languages such as Python, Bash, JavaScript, or PowerShell.
• Understanding of source control, deployment pipelines, and release management.
• Strong troubleshooting, documentation, and communication skills.
• Ability to prioritize incidents based on business and revenue impact.
• Availability to participate in an on-call rotation.

Preferred Qualifications

• Experience in ad-tech, mar-tech, affiliate marketing, lead generation, pay-per-call, telecommunications, or SaaS.
• Familiarity with SIP, VoIP, dialers, call-tracking platforms, routing systems, and phone-number provisioning.
• Experience with containers, infrastructure as code, and automated deployment tools.
• Experience with Docker, Kubernetes, Terraform, GitHub Actions, or similar technologies.
• Familiarity with payment processing, usage-based billing, reconciliation, and commission systems.
• Experience working with real-time bidding, ping-post, lead distribution, or high-volume transactional systems.
• Understanding of TCPA-related controls, consent records, DNC suppression, data privacy, or regulated marketing environments.
• Experience with security audits, disaster-recovery testing, and compliance documentation.

Ideal Candidate

The ideal candidate:

• Takes ownership instead of waiting for someone else to fix the problem.
• Remains calm and methodical during high-impact incidents.
• Understands the difference between applying a temporary fix and eliminating a root cause.
• Communicates technical problems clearly and directly.
• Recognizes that production reliability is a business and revenue responsibility.
• Automates repetitive work whenever practical.
• Documents systems so the company is not dependent on one person’s memory.
• Protects security and stability without creating unnecessary bureaucracy.
• Is comfortable working in a fast-moving entrepreneurial environment.
• Can manage competing priorities while maintaining attention to detail.

We are looking for an experienced Application Support Engineer with strong knowledge of Network, DNS, Linux/Unix, and application monitoring tools. The candidate will be responsible for production support, incident troubleshooting, monitoring, and ensuring application availability and stability.

Responsibilities:

• Provide L2/L3 application and production support for critical applications.
• Troubleshoot issues related to Network, DNS, Linux/Unix, and application connectivity.
• Monitor application health, performance, and availability using Splunk, Grafana, AppDynamics, or similar tools.
• Analyze logs, alerts, and performance metrics to identify and resolve incidents.
• Handle incident, problem, and change management activities as per ITIL processes.
• Perform root cause analysis (RCA) and implement preventive measures.
• Coordinate with Network, Infrastructure, Development, and other support teams for issue resolution.
• Participate in production deployments, maintenance activities, and on-call support.
• 
  

Required Skills:

• Strong experience in Application/Production Support.
• Good knowledge of Linux/Unix administration and troubleshooting.
• Strong understanding of Networking concepts and DNS.
• Hands-on experience with Splunk, Grafana, AppDynamics, or similar monitoring tools.
• Good understanding of TCP/IP, HTTP/HTTPS, load balancing, and connectivity troubleshooting.
• Experience with incident, problem, and change management.
• Strong troubleshooting, communication, and stakeholder management skills.
• Good knowledge of SQL and application log analysis is preferred.

Job Summary

We are looking for an experienced Application Support Engineer (L2) with strong knowledge of application support, observability, SQL, ITIL processes, shell scripting, automation, and Grafana. The candidate will be responsible for providing production support for banking applications, monitoring application performance, troubleshooting incidents, performing root cause analysis, and ensuring system availability and stability.

The ideal candidate should have experience working in a banking or financial services environment, with a strong focus on incident management, problem management, monitoring, and operational efficiency.

Key Responsibilities

• Provide L2 production support for banking applications and ensure high availability and smooth business operations.
• Monitor application health, performance, logs, and alerts using observability tools such as Grafana.
• Troubleshoot application issues, analyze logs, identify root causes, and coordinate with L3, development, infrastructure, and database teams for resolution.
• Perform SQL queries to validate data, investigate application issues, and troubleshoot database-related incidents.
• Develop and maintain shell scripts to automate routine operational tasks and support activities.
• Identify opportunities for automation to reduce manual effort and improve operational efficiency.
• Follow ITIL processes, including Incident Management, Problem Management, Change Management, and Service Request Management.
• Monitor critical banking transactions, batch jobs, interfaces, and application workflows.
• Perform root cause analysis (RCA) and prepare incident reports and preventive action plans.
• Ensure adherence to SLA, KPI, and operational performance targets.
• Participate in production deployments, release validation, and post-deployment monitoring.
• Maintain support documentation, SOPs, knowledge base articles, and troubleshooting guides.
• Coordinate with business stakeholders and internal teams to ensure timely resolution of production issues.
• Support audit, compliance, and operational control requirements relevant to banking applications.

Required Technical Skills

• Application Support: Hands-on experience in L2 application and production support.
• Observability: Experience with application monitoring, log analysis, metrics, dashboards, and alert management.
• Grafana: Knowledge of dashboards, metrics visualization, alerting, and application health monitoring.
• SQL: Ability to write queries, perform data validation, troubleshoot database issues, and analyze transaction data.
• ITIL: Understanding of incident, problem, change, and service request management processes.
• Shell Scripting: Ability to write and execute shell scripts for troubleshooting and operational activities.
• Automation: Experience automating repetitive support tasks and operational workflows.
• Production Operations: Experience with incident investigation, RCA, SLA management, and escalation procedures.
• Banking Domain: Understanding of banking applications, financial transactions, batch processing, and business-critical operations.

Preferred Skills

• Experience with Linux/Unix operating systems.
• Knowledge of log monitoring and analysis tools.
• Familiarity with APIs, application servers, and database connectivity troubleshooting.
• Exposure to tools such as Splunk, ELK/Elastic Stack, Prometheus, or similar monitoring platforms.
• Experience supporting payment systems, core banking applications, transaction processing, or other financial services applications.
• Understanding of production change controls, audit requirements, and operational risk management.

The L1 Application Support team is the first line of defense for all production-related customer issues. You will handle customer queries, follow Standard Operating Procedures (SOPs) to resolve incidents, perform preliminary checks, and escalate issues to the Integration Engineering or Development teams when required. This role ensures smooth platform operations, fast response times, and a great customer experience.

Job description: https://drive.google.com/file/d/1MvBp9I_xsheIhmKUwgH8iNPaTydLGwZ1/view?usp=drive_link

Application form: https://docs.google.com/forms/d/e/1FAIpQLSf8CM2g22WLPD9QWxK8o2cdAr_y6PhWzIb-Z0k5sQ59ufdsGQ/viewform?usp=dialog

Responsibilities

1. Incident Handling & Production Support
2. Escalation & Coordination
3. Monitoring & Alerts
4. Documentation & SOP Adherence
5. Customer Interaction

Requirements and Qualifications:

1. Minimum 1 year of experience as App support or product support
2. Basic understanding of APIs, JSON, request/response flow.
3. Ability to read logs and use monitoring tools.
4. Strong communication and customer-handling skills.

Location: Bangalore, Karnataka

Experience: 3–4 Years

Location: Hyderabad

Job Responsibilities:

• Provide L2 production support and troubleshoot application or infrastructure issues.
• Monitor alerts and incidents using Splunk, AppDynamics, or ThousandEyes.
• Perform event management, incident analysis, and root cause identification.
• Manage incidents, service requests, and escalations through ServiceNow.
• Coordinate with L1, L3, and relevant teams to ensure timely issue resolution.
• Monitor system performance and maintain service availability.

Required Skills:

• Hands-on experience in L2 Production Support.
• Knowledge of Event Management and Incident Management.
• Experience with ServiceNow.
• Working knowledge of Splunk, AppDynamics, or ThousandEyes.
• Strong troubleshooting, analytical, and communication skills.

Job Summary:

We are seeking a dedicated and skilled Technical Support Engineer with a strong background in Application Production Support. The ideal candidate will be responsible for ensuring the stability, reliability, and performance of our applications in a production environment. You will work closely with cross-functional teams to troubleshoot issues, implement solutions, and enhance the overall user experience.

Responsibilities:

• Provide expert technical support for application-related issues, ensuring timely resolution and minimal disruption to services.
• Monitor application performance and conduct regular health checks to identify potential issues before they impact users.
• Collaborate with development teams to understand application architecture and assist in troubleshooting complex problems.
• Document and maintain knowledge base articles for common issues and solutions to improve team efficiency.
• Participate in on-call rotations to provide after-hours support as needed.
• Implement and maintain monitoring tools to proactively identify and resolve application issues.
• Assist in the deployment of application updates and patches, ensuring minimal downtime.
• Work with stakeholders to gather requirements and provide feedback on application performance and user experience.
• Conduct root cause analysis for recurring issues and recommend preventive measures.
• Stay updated with industry trends and best practices in application support and management.

Mandatory Skills:

• Strong knowledge and experience in Application Production Support.
• Proficiency in troubleshooting and resolving application issues in a production environment.
• Familiarity with monitoring tools and techniques for application performance management.
• Experience with incident management processes and tools.
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication skills, both verbal and written, to effectively interact with technical and non-technical stakeholders.

Preferred Skills:

• Experience with cloud-based applications and services.
• Knowledge of scripting languages (e.g., Python, Bash) for automation tasks.
• Familiarity with database management and SQL.
• Understanding of ITIL processes and best practices.
• Experience with Agile methodologies and working in a DevOps environment.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Relevant certifications in application support or IT service management are a plus.
•