Senior Technical Support Engineer (L2 Support)Job Title
Senior Technical Support Engineer (Level 2 Support)
Department
Technical Support
Reports To
Technical Support Manager / CTO
Job Summary
We are seeking a highly skilled Senior Technical Support Engineer (L2 Support) to provide advanced technical support for our SaaS platform and enterprise applications. The ideal candidate will be responsible for investigating complex production issues, analyzing application logs, tracing requests across services, performing SQL Server investigations, and working closely with Development and DevOps teams to ensure rapid incident resolution.
This role requires strong experience in SQL Server, C#, APIs, distributed systems, and production troubleshooting.
Key ResponsibilitiesProduction Support & Incident Management
- Investigate and resolve production incidents and customer-reported issues.
- Perform root cause analysis for application failures, performance issues, and unexpected behaviors.
- Monitor system health and proactively identify potential problems before they impact customers.
- Participate in critical incident response and post-incident reviews.
SQL Server Investigation
- Analyze and troubleshoot issues directly within SQL Server databases.
- Execute SQL queries to investigate data inconsistencies and application behavior.
- Review stored procedures, functions, views, and execution plans.
- Identify deadlocks, blocking sessions, slow queries, and performance bottlenecks.
- Validate production data integrity and assist in data correction activities when approved.
Application Tracing & Debugging
- Trace requests across APIs, services, queues, and databases.
- Analyze application logs and exception traces.
- Investigate issues using logging platforms and monitoring tools.
- Review C# source code to understand business logic and identify root causes.
- Debug integration issues between internal and external systems.
API & Integration Support
- Test and troubleshoot REST APIs.
- Analyze API requests and responses.
- Investigate authentication and authorization issues.
- Support integrations with third-party systems and external providers.
Collaboration with Engineering Teams
- Escalate confirmed software defects to Development teams with complete technical analysis.
- Provide developers with detailed reproduction steps and findings.
- Validate fixes deployed to staging and production environments.
- Participate in release verification and post-deployment testing.
Required Technical SkillsDevelopment & Application Knowledge
- Strong understanding of C# and .NET applications.
- Ability to read and understand application source code.
- Understanding of Microservices architecture.
- Understanding of REST APIs and JSON.
Database Skills
- Strong SQL Server experience.
- Ability to write complex SQL queries.
- Experience analyzing:
- Stored Procedures
- Functions
- Views
- Triggers
- Indexes
- Execution Plans
- Deadlocks
- Blocking Sessions
Production Troubleshooting
- Log analysis and troubleshooting.
- Root Cause Analysis (RCA).
- Performance investigation.
- Production issue tracing.
- Queue processing investigation.
- API request tracing.
Infrastructure Knowledge
- Windows Server.
- IIS Administration.
- Basic Linux Administration.
- SSL Certificates.
- DNS.
- Networking Fundamentals.
- RabbitMQ.
- Redis Cache.
Tools
- SQL Server Management Studio (SSMS)
- Visual Studio
- Postman
- Swagger
- Azure DevOps
Required Experience
- 3+ years in Technical Support, Application Support, or Software Engineering.
- Experience supporting production SaaS applications.
- Experience investigating SQL Server production issues.
- Experience reading and troubleshooting C# code.
- Experience supporting enterprise customers.
What Success Looks Like
- Ability to independently investigate production issues.
- Ability to trace a customer issue from UI → API → Database → Queue → External Provider.
- Ability to identify root causes before escalating to development teams.
- Ability to communicate clearly with customers, developers, and management during critical incidents.
