L2 Support Engineer

Job Description: L2 Application Support Engineer

Position Count: 3 Roles

Location: Dallas, TX (Hybrid 3 Days)

Visa: not opt (H1B, H4 Ead, USC, GC and TN)

Role Overview

We are seeking experienced L2 Application Support Engineers to support business-critical production applications in a 24x7 operational environment. This is a hands-on L2 support role with strong emphasis on incident management, deep troubleshooting, observability, SQL, and cloud-based applications.

While the role has exposure to SRE/DevOps concepts, it is not a pure SRE or DevOps engineering position. The primary responsibility is application support, issue diagnosis, and operational stability.

Key Responsibilities

· Provide L2 production application support for mission-critical systems, ensuring high availability and rapid incident resolution.

· Own incident, problem, change, and BCP management activities in line with ITIL processes, including root cause analysis and post-incident reporting.

· Troubleshoot application issues using logs, metrics, dashboards, alerts, and SQL queries.

· Actively monitor production environments, proactively identifying performance, stability, and availability issues.

· Use Splunk extensively to analyze logs, create dashboards, configure alerts, and investigate production incidents.

· Interpret system and application metrics using Grafana, identifying trends, anomalies, and performance bottlenecks.

· Write and optimize medium-complex SQL queries to support troubleshooting, identify slow queries, and assist with performance tuning.

· Support applications hosted on cloud platforms (AWS, Azure, or GCP), including troubleshooting cloud-native components and services.

· Collaborate closely with development, SRE, platform, and infrastructure teams to resolve issues and improve operational reliability.

· Participate in on-call rotations and support activities aligned with business-critical production environments.

Must-Have Skills & Experience

· L2 Application Support experience in a 24x7 or business-critical production environment

· Strong hands-on experience with ITIL processes (Incident, Problem, Change, BCP)

· Splunk (mandatory)

o Log analysis and troubleshooting o Dashboard creation o Alert configuration

· Grafana o Reading and interpreting dashboards, metrics, and performance graphs

· Strong SQL skills o Writing medium-complex queries o Identifying slow queries o Query tuning and optimization

· Cloud experience (AWS, Azure, or GCP)

o Understanding of RDS/managed databases, compute (EC2/VMs), logs, IAM basics o Troubleshooting cloud-hosted applications

· Strong analytical and problem-solving skills with the ability to work under pressure

Good-to-Have Skills

· Basic awareness of DevOps and SRE concepts (CI/CD pipelines, containers, release processes, reliability concepts)

· Interest in or awareness of AI tools and emerging technologies (nice to have, not mandatory)