Technical Support Engineer

Job Description

• Responsible for the day-to-day support of UI applications (front-end applications developed in Angular/MEAN Stack) in production environment
• Interface with L1 Operations Team to analyze issues escalated by the L1 team
• Identifying root cause of the incident/problem reported and provide work-around solutions where feasible – as per SLAs defined with the client
• Publish root cause analysis reports to team leads and support team managers
• Monitor application in production after the deployment of regular code updates 
• Understand the Client Business and Prioritize incidents accordingly.
• Investigate technical issues related to integration with internal systems or 3rd party applications
• Delegate issues to downstream teams for deeper investigation – provide log files, traces etc. that can help other teams diagnose the issue.
• Escalate incident/problem to L3 Support/Application development team as needed – with necessary evidence of incident root cause
• Coordinate with Development team to explain problem statement and seek necessary solutions
• Maintain documentation and playbooks related to L2 Support 
• Responsible for coaching and mentoring newly joined support team resources and act as a application support specialist.
• Work in a Change Management and Ticketing environment (e.g..: Remedy, ServiceNow)