L2 Engineer

Summary

The job is for a Level 2 Technical Support position at AppZen, a leader in autonomous spend-to-pay software. The role involves providing technical support to customers and partners, interacting with various departments, reproducing customer issues, analyzing data, authoring knowledge base articles, and working in a 24x5 shift environment. The job requires experience in SQL queries, log analysis tools, API testing, understanding business applications, JSON, and web services-based APIs, and at least 2 years of Level 2 support experience within a SaaS company.

Requirements

• Experience in writing basic SQL queries
• Hands-on experience with log analysis tools such as Kibana
• Knowledge of API testing and troubleshooting using tools like Postman
• Ability to quickly understand business applications
• Strong knowledge of JSON and web services-based APIs
• At least 2 years of experience in Level 2 support within a SaaS company

Responsibilities

• Provide 2nd level technical support to customers and partners
• Interact regularly with Engineering, Operations, and cross-functional management on high-profile technical issues
• Reproduce customer issues, file bug reports, and coordinate the delivery of fixes
• Analyze and collect customer data including log files, Java stack traces, and thread dumps
• Author knowledge base articles and drive internal knowledge-sharing initiatives
• Be prepared to work in a 24x5 shift environment