Triage L2 Support Engineer

  • Tampa, FL
  • Posted 24 days ago | Updated 10 days ago

Overview

On Site
Accepts corp to corp applications
Contract - W2
Contract - 12

Skills

JAVA
AWS
L2 Support

Job Details

Triage L2 Support Engineer
Location - Tampa- FL

We are seeking a detail-oriented and proactive Triage L2 Support Engineer to join our application support team. The role is responsible for analyzing, troubleshooting, and resolving escalated issues related to our software applications. This position acts as the bridge between frontline support (L1) and specialized technical teams (L3/Engineering), ensuring timely resolution of incidents and maintaining high levels of customer satisfaction.

Key Responsibilities

  • Handle and resolve L2 escalations from L1 support, ensuring timely triage and response.

  • Perform root cause analysis, reproduce issues, and document findings for complex incidents.

  • Collaborate with L3 engineering and product teams for unresolved issues, providing detailed logs, analysis, and steps to reproduce.

  • Manage incident lifecycle, including logging, prioritizing, tracking, and closing support tickets in accordance with SLAs.

  • Provide application configuration support, system monitoring, and performance checks.

  • Create and update knowledge base articles, FAQs, and runbooks to empower L1 support and improve self-service resources.

  • Proactively identify recurring issues and suggest permanent fixes or process improvements.

  • Ensure clear communication with stakeholders regarding ticket status, impact, and resolution timelines.

  • Participate in on-call rotation and support critical incident management processes.

Required Skills & Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).

  • 3+ years of experience in application support, production support, or L2 triage role.

  • Strong troubleshooting skills in software applications, databases, APIs, and integrations.

  • Proficiency with log analysis, monitoring tools, and ticketing systems (e.g., ServiceNow, JIRA, Zendesk).

  • Familiarity with Java, SQL queries and basic scripting (Python, PowerShell, or Shell scripting).

  • Working knowledge of cloud environments (AWS, Azure, or Google Cloud Platform) is a plus.

  • Excellent communication and documentation skills with customer-focused mindset.

  • Ability to work under pressure in fast-paced production environments.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.