Job Description

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

• Monitor, triage and resolve customerproduction 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

• 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

• 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

• 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

• 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

• 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

• 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

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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