App L2 Support

Job Description:

Role:

· Issue Investigation & Resolution

· Incident Management

· User Support & Communication

· Technical Tasks

· Continuous Improvement

Responsibilities:

· Handle escalated tickets from Level 1 support (L1) involving functional or technical issues in web applications.

· Reproduce issues in test/staging environments to identify bugs or misconfigurations.

· Conduct detailed log analysis, SQL/database checks, and API validation.

· Classify and prioritize incidents based on severity and business impact.

· Escalate unresolved issues to Level 3 (development team) with proper documentation and root cause findings.

· Collaborate with L1 and L3 teams during major incidents and post-incident reviews.

· Communicate with business users or clients to gather additional information when needed.

· Provide workarounds or solutions while permanent fixes are being developed.

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