Job Locations IN-Hyderabad

ID

2026-7958

Position Type

Full-Time

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

1. 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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

© 2026 HealthEdge Software, Inc. All Rights Reserved.

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