Job Requirements

We are looking for experienced and technically skilled L2 Support Engineer to handle advanced and escalated issues for our software platform for manufacturing processes / Supply chain workflows. You will be a crucial link between our front-line support and our development teams, providing in-depth analysis, troubleshooting complex problems, and performing root cause analysis. This role requires a deep understanding of our product's architecture and a strong ability to collaborate with various technical teams. As an L2 engineer, you will work closely with L1 support, engineering teams, and end customers to resolve functional and technical issues related to APIs, integrations, and process flows in live environments.

 

Responsibilities:

Advanced Troubleshooting and Resolution:

Handle and resolve escalated support tickets from the L1 team that require a deeper technical understanding.Perform in-depth diagnostics and troubleshooting to identify the root cause of complex software issues.Utilize APIs, log files, database queries, and other diagnostic tools to investigate and resolve problems.

 

Integration Support:
 

Provide technical support for issues related to our APIs and integrations with third-party platforms (e.g., ERP, MES, WMS).Assist customers with API configuration, data mapping, and troubleshooting integration failures.

 

Technical Collaboration:
  

Act as a bridge between the L1 support team and the full-stack development team.Provide clear and concise technical information to the development team for bug fixes and product enhancements.Collaborate with QA engineers to reproduce reported bugs and validate fixes.

 

System and Data Management:
  

Perform data analysis and manipulation (e.g., SQL queries) to investigate and resolve data integrity issues.Assist with system monitoring and pro-active issue identification.Support the go-live process by providing on-call support and resolving critical issues in real-time.

Knowledge and Mentorship:
 

Contribute to and maintain a detailed L2-specific knowledge base.Mentor and provide guidance to L1 support engineers, helping to build their technical skills.Conduct root cause analysis (RCA) for major incidents and work on solutions to prevent recurrence.

Work Experience

Qualifications:

 

3+ years of experience in technical support, application support, or a similar role.Strong understanding of software development principles and architectures.Proficiency in troubleshooting APIs and web services (REST, SOAP).Hands-on experience with SQL for database querying and analysis.Familiarity with manufacturing and supply chain platforms (e.g., ERP, MES, WMS) and their integration points.Experience with log analysis tools and monitoring systems.Excellent communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences.Ability to work in a fast-paced environment and provide on-call support during critical go-live and post-go-live phases.

Education

Bachelor’s degree in Computer Science, Information Systems, or related technical discipline.