L2 Support Engineer - Web Applications

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The Level 2 Support Engineer for Web Applications is responsible for troubleshooting, diagnosing, and resolving issues related to web-based software platforms. They serve as the escalation point for Level 1 support and work closely with development, QA, and infrastructure teams to ensure system stability and customer satisfaction.

Responsibilities

• Issue Investigation & Resolution
• 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
• Maintain knowledge base and support documentation
• Prepare scripts or SQL queries to validate data or resolve issues
• Perform basic configuration changes or updates in non-production environments
• Conduct release verification and smoke testing after deployments
• Analyze recurring issues to suggest long-term fixes or enhancements
• Provide feedback to development / QA teams to improve application stability and usability

Requirements

Technical Skills

Soft Skills

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Riyadh, Riyadh, Saudi Arabia 21 hours ago

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