Applications L2 Support Engineer

L2 Application Support Engineer – Digital Platforms

Position Summary:

We are seeking a proactive and operationally mature L2 Support Engineer to support a global hospitality customer’s digital platforms and guest-facing web experiences. This role is responsible for monitoring, incident triage, escalation coordination, operational support, and stakeholder communication across critical customer journeys such as property search and booking.

The ideal candidate combines strong communication, structured problem-solving, operational ownership, and customer-focused thinking. Beyond technical support, this role plays a key part in improving support effectiveness, incident response, observability, and service quality across the digital support lifecycle.

The role requires strong ownership, operational discipline, and the ability to respond effectively during high-impact production situations.

Role Expectations:

• Excellent verbal and written communication skills with the ability to engage effectively across technical and business stakeholders.
• Demonstrates ability to make sound operational decisions independently and adapt quickly in dynamic support environments.
• Demonstrates strong operational responsiveness and accountability during support hours, including participation in rotational on-call support.
• While deep software development expertise is not required, candidates should be comfortable understanding application flows, logs, integrations, APIs, and production support troubleshooting practices.
• This role requires participation in rotational shifts and on-call support aligned with global production support requirements and U.S. business overlap.

Key Responsibilities:

Operational Support & Incident Management

• Monitor production systems, alerts, dashboards, and customer-impacting signals to identify operational issues proactively.
• Perform incident triage, impact assessment, prioritization, and escalation coordination for production issues.
• Coordinate escalations across support, engineering, infrastructure, and customer stakeholders to ensure timely issue resolution.
• Manage support queues and ensure timely ownership, updates, escalation, and resolution tracking.
• Support incident, problem, and service management processes in alignment with operational SLAs and support standards.
• Support major incident management activities including impact assessment, stakeholder coordination, recovery tracking, and post-incident follow-through.
• Participate in root cause analysis (RCA) discussions and contribute toward long-term operational improvements and recurring issue reduction.

Customer & Stakeholder Coordination

• Collaborate closely with the Customer Offshore Manager to maintain operational alignment, communication transparency, and effective support coordination.
• Participate in major incident calls, escalations, operational reviews, and stakeholder communication during high-impact production issues.
• Ensure timely, accurate, and audience-appropriate communication during incidents, operational updates, and service reviews.
• Maintain clear and structured shift handoffs to ensure continuity of support operations across global teams.

Functional & Business Understanding

• Develop strong understanding of customer journeys, functional workflows, and business-critical digital transactions across guest-facing platforms.
• Analyze functional and technical dependencies across integrated systems, APIs, and downstream services.
• Assess operational and business impact of production incidents affecting customer experience and platform availability.

Continuous Improvement & Operational Excellence

• Identify monitoring, alerting, and operational visibility gaps across critical digital workflows.
• Maintain operational reporting discipline through accurate ticket categorization, incident documentation, and support metrics tracking.
• Contribute to knowledge management practices including SOPs, troubleshooting guides, KB articles, and operational runbooks.
• Identify opportunities for automation, operational optimization, and support process improvements to improve efficiency and scalability.

Preferred Technical Exposure

• Web/mobile digital commerce applications.
• API-based distributed systems and integrations.
• Observability and monitoring platforms (Datadog, Dynatrace, Splunk).
• ITSM tools such as ServiceNow.
• Agile/DevOps delivery environments.
• Cloud-native production supports models.

Preferred Qualifications:

• 4–8 years of experience in application production support, digital operations, or enterprise service delivery environments.
• Experience supporting customer-facing web/mobile applications in transactional or digital commerce ecosystems.
• Strong understanding of incident management, problem management, production support processes, and ITSM operating models.
• Experience working within offshore delivery models supporting global enterprise customers.
• Familiarity with observability platforms, application log analysis, and operational reporting practices.
• Experience coordinating across engineering, product, infrastructure, and service management teams during production incidents.
• Experience supporting hospitality, booking, eCommerce, or other customer-facing transactional platforms is highly preferred.