L2 Application Support Engineer - Manufacturing & Supply Chain Systems

Job Description

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.

Category Skills:

• Technical Troubleshooting Advanced issue triaging, RCA (Root Cause Analysis), log analysis
• API & Integration Support REST/SOAP APIs, ERP/MES/WMS integrations, API testing & configuration
• Database & Scripting SQL querying, data analysis & integrity checks
• System Monitoring Use of log monitoring tools (e.g., Kibana, Splunk, Datadog)
• Collaboration & Communication Interfacing with Dev, QA, and L1 teams, explaining complex issues clearly
• Documentation & Mentoring Knowledge base contribution, mentoring L1s
• Go-live/Post-Go-live Support On-call readiness, real-time support
• Domain Expertise (Preferred) Understanding of supply chain, manufacturing processes, and system workflows.

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.