Technical Services and Support — L2 Engineer
Role Overview
The Production Support L2 Engineer is a highly skilled technical professional responsible for providing advanced GuidingCare application support, incident management, root cause analysis and resolution of complex production issues for enterprise customers. The role acts as the critical bridge between L1 support, development teams and product engineering, ensuring maximum system availability and customer satisfaction.
Key Responsibilities
- ProductionSupport Management
- Monitor, triage and resolve customer production service requests across Critical, High, Medium and Low priority levels
- Ensure zero SLA breaches by adhering to defined response and resolution timeframes
- Perform real-time incident analysis and provide timely status updates to customers and stakeholders
- Coordinate emergency production fixes and hotfixes with development and infrastructure teams
- Root Cause Analysis & Troubleshooting
- Conduct thorough root cause analysis for all Critical and High priority production issues
- Investigate intermittent, non-reproducible and sporadic issues using logs, audit tables and environment analysis
- Perform deep-dive technical investigations at application, database and configuration layers
- Analyze application logs, error traces and stack traces to identify underlying defects
- Provide detailed investigation findings with code snippets and analysis to development teams
- Database Management & Data Operations
- Write and execute complex SQL queries for issue investigation and data analysis
- Perform backend data corrections — soft deletes, record updates, data migrations and cleanup
- Manage data correction scripts through the CAB approval and change management process
- Application & Configuration Management
- Support customer application configurations across QA, UAT, Training and Production environments
- Handle configuration sync operations and validate GUID consistency across instances
- Resolve sync failures caused by historical data inconsistencies and GUID mismatches
- Handle user provisioning, access management and role-based permission configurations
- Escalation & Cross-Functional Collaboration
- Act as the primary escalation point from L1 for complex production issues
- Raise and manage GCPROD tickets to Product team with complete investigation and code snippets
- Collaborate with CFT, DBA, Product, Infrastructure and DevOps teams for issue resolution
- Provide 80% investigation and solution before escalating to reduce turnaround time
- Customer Management & Communication
- Serve as direct point of contact for enterprise customers on production issues
- Provide clear, professional and timely communication on incident status and resolution
- Draft professional client-facing communications with accurate technical findings
- Participate and initiate customer calls and demonstrations for issue verification and validation
- Process Improvement & Automation
- Identify and drive automation initiatives to eliminate repetitive manual support tasks
- Develop automation scripts for routine data corrections and validations
- Propose and implement process improvements to reduce ticket volume and resolution time
- Build monitoring and alerting mechanisms for proactive issue detection
Technical Skills Required
Must Have
Skill | Proficiency Level |
SQL Server / T-SQL | Advanced — complex queries, stored procedures, data analysis |
C# / .NET Framework / Core | Intermediate — code reading, debugging, analysis |
ASP.NET Core / Web API | Intermediate — API troubleshooting and testing |
REST APIs / SOAP Web Services | Intermediate — integration debugging and testing |
SSIS / SQL Server Agent | Intermediate — job management and troubleshooting |
Application Log Analysis | Advanced — log reading, error tracing, stack analysis |
Jira / ServiceNow | Advanced — ticket management and reporting |
Confluence | Intermediate — documentation and knowledge base |
Git / Source Control | Basic — code review and version tracking |
Windows Server / IIS | Intermediate — server administration and troubleshooting |
Good to Have
Skill | Purpose |
AWS Cloud / Azure | Cloud infrastructure and deployment |
Python / Bash Scripting | Automation and data processing |
Docker / Kubernetes | Containerized environment support |
Active Directory / LDAP | User and access management |
Dynatrace / AppDynamics | Application performance monitoring |
Domain Knowledge Required
Domain Area | Knowledge Required |
Healthcare IT | Health plan operations, care management workflows and processes |
Key Competencies
Competency | Description |
Problem Solving | Analytically investigates complex and intermittent production issues |
Ownership | Takes full accountability from incident detection to resolution |
Communication | Clear and professional client-facing written and verbal communication |
Attention to Detail | Accurate data analysis and precise technical documentation |
Pressure Management | Performs effectively under high-pressure Critical incident scenarios |
Collaboration | Works seamlessly with cross-functional teams across time zones |
Customer Focus | Prioritizes customer experience and satisfaction in every interaction |
Continuous Learning | Proactively upskills through certifications, training and self-study |
Process Orientation | Follows structured processes for change management and governance |
Leadership | Mentors L1 team and drives team knowledge growth |
Educational Qualifications
Bachelor’s degree: preferably in Computer Science, Information Systems, Information Technology, or a healthcare-related field from an accredited university required.
- 4-6 Years of experience in Technical Services and Support managing enterprise applications.
- Self-directed and able to work without supervision. Energetic and eager to tackle new projects and ideas. Ability to be highly organized.
HealthEdge | GuidingCare® Support | Technical Support Services
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