L2 Application Support Specialist

3 weeks ago


Lahore, Punjab, Pakistan Algo Full time

Get AI-powered advice on this job and more exclusive features.

Job Title: L2 Application Support Specialist

Location: DHA Phase 8, Lahore

Job Summary:Responsiblefor providing Tier 2 (L2) support to our customers by researching, diagnosing,troubleshootingdata & applicationissues and resolving incidentsand providing support for

issues and other technical problems for our Algo platforms.This role is customer facing and requires excellent English verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical data issues.

Tier 2 Technical Support Specialists play a role as the front-line interface between our customers and the Product and Engineering teams andoperateas a second level of support after basic user-level support (L1).Their primary responsibility is to provide customer support by resolving technical support incidents or customer requestsin accordance withapplicable service level agreements.

Job Responsibilities:

  • Advanced Troubleshooting:

oDiagnoseand resolve complex data issues betweendifferentdatasourcesandapplication user workflowsthat

escalate from L1 support.

oAnalyze,provideand interpret data toidentifyroot causes of problems.

oCollaboratewith engineering teams to resolve software bugs and data inconsistencies,customersuccess teams for training opportunities and product teams for software enhancements.

  • Customer Support:

oProvidehigh-level support to customersregardingdata-related inquiries andsupply chain applicationissues.

oCommunicateeffectively with clients to understand their problems and providetimely

resolutions.

oDocumentand follow up on customer issues to ensure satisfaction.

  • Data Management:

oOverseedata imports, exports, and integrations between systems.

oEnsuredata accuracy and integrity across different platforms.

oPerformdata validation and cleansing as needed.

oAssistin access requests, deploying new reports toPowerBIand starting/stopping Azure

services to meet SLAs.

  • System Monitoring and Maintenance:

oMonitorautomated master pipeline, inbound/outbound data feeds, job queue management

and customer files. Ifmissing thencreateticket, escalate to customerpartiesand post once received.

oPerform routine system checks and maintenance tasks to ensure optimal performance.

oUpdate and maintain knowledge base articles and documentation related to data support.

  • Collaboration and Communication:

o Work with cross-functional teams including Development, QA, services and Product Management to address data-related issues.

o Provide feedback and insights on data-related features and application improvements.

o Participate in meetings to discuss ongoing issues and solutions.

  • Training and Knowledge Sharing:

oAssist in training L1 support staff on advanced data troubleshooting techniques.

oShare knowledge and best practices with the team to improve overall support capabilities.

oStay updated on industry trends and best practices in data management and SaaS solutions.

  • Reporting and Analysis:

oGenerate reports on data issues, trends, and resolution metrics.

oAnalyze data to identify recurring problems and suggest preventive measures.

oContributeto internal documentation and process improvement initiatives.

Qualifications Needed:

  • Education & Experience:

oBachelor'sdegree in Computer Science, Information Technology, or a related field, or

o3-5 years of experiencein data support, with a strong background in SaaSdemand planningapplications.

  • Technical Skills:

o ProficiencyinSQL and other data query languages.

o Experience withAzure DevOpsticketing tool or similar applicable tool.

o Familiarity withsupply chain managementconcepts and software.

o Experience withcustomer support ticketing systemssuch as Happy Fox, Zendesketc

  • Soft Skills:

o Strong problem-solving and analytical skills.

o Excellent communication and interpersonalabilities.

o Ability to work independently and manage multiple priorities.

Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
Job function
  • Job functionInformation Technology
  • IndustriesSoftware Development

Referrals increase your chances of interviewing at Algo by 2x

Technical Lead, Legends (Remote) - $150,000/year USDTechnical Team Lead (Sr. Software Engineer)

We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr
  • Help Desk L2

    3 days ago


    Lahore, Punjab, Pakistan MindWhiz Full time

    1 day ago Be among the first 25 applicantsDirect message the job poster from MindWhizHR Manager | Global Recruiter | Talent Acquisition Specialist | Technical Recruiter | Non-Technical Recruiter | People & Culture Specialist | HR…Job Title: Help Desk L2Location: DHA Phase 5, Lahore, PakistanJob Type: Full-Time / PermanentShift Timings:Job Overview:We are...


  • Lahore, Punjab, Pakistan beBeeDataSupport Full time

    L2 Support Specialist Job DescriptionAlgomus is seeking a highly skilled L2 Support Specialist to join our team. This role involves providing tier 2 technical support to customers, researching and diagnosing complex data issues, and collaborating with cross-functional teams to resolve software bugs and data inconsistencies.Advanced TroubleshootingThe ideal...


  • Lahore, Punjab, Pakistan NorthBay Solutions LLC Full time

    Job OverviewWe are seeking a Level 2 AWS Data Engineer to join our team. This role involves monitoring, troubleshooting, and optimizing AWS-based data pipelines while ensuring data integrity and pipeline continuity. You will work with AWS Glue, Lambda, Step Functions, and other AWS data services to investigate job failures, re-run ETL jobs, and support...


  • Lahore, Punjab, Pakistan Gtradecenter Full time

    Application Support AnalystContour Software (PVT) Ltd Lahore, Punjab, PakistanStart Date: 12/23/2020We are looking to hire Application Support Analysts (L2), with exceptional communication skills - both verbal and written. The individual will be responsible for providing technical telephone applications support to our customers. This will involve answering...

  • SOC L2 Analyst

    3 days ago


    Lahore, Punjab, Pakistan CureMD Full time

    Join to apply for the SOC L2 Analyst role at CureMDJoin to apply for the SOC L2 Analyst role at CureMDGet AI-powered advice on this job and more exclusive features.Job Overview:As a SOC Analyst L2 at CureMD, you will be responsible for monitoring and responding to security threats, acting as the first line of defense in our Security Operations Center (SOC)....


  • Lahore, Punjab, Pakistan ALM Human Resource Full time

    2 days ago Be among the first 25 applicantsDirect message the job poster from ALM Human ResourceHR Consulting Expert in HR Consulting at ALM Human ResourceJob ResponsibilitiesAdminister and maintain software systems with regular updates, backups, and reporting.Manage daily operations of marketing campaigns, including setup and performance tracking.Perform...


  • Lahore, Punjab, Pakistan Contour Software Full time

    Technical Support Specialist (L1-Accounting)Join to apply for the Technical Support Specialist (L1-Accounting) role at Contour SoftwareTechnical Support Specialist (L1-Accounting)Join to apply for the Technical Support Specialist (L1-Accounting) role at Contour SoftwareGet AI-powered advice on this job and more exclusive features.About ContourContour...


  • Lahore, Punjab, Pakistan beBeeTechnical Full time

    About this roleAs a highly skilled technical support specialist, you will be responsible for delivering top-tier technical assistance to our clients, ensuring seamless user experiences with our products. This role involves troubleshooting software issues, answering client inquiries, and guiding users on how to maximize the value of our solutions.You will...


  • Lahore, Punjab, Pakistan EWS Group Full time

    Technical Support Specialist (L1-Accounting) page is loadedTechnical Support Specialist (L1-Accounting)Apply locations PER - Lahore, PK time type Full time posted on Posted 6 Days Ago job requisition id R46044About ContourContour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.As a subsidiary of Constellation...


  • Lahore, Punjab, Pakistan Abroad Work Full time

    Computer Support Specialists Vacancy in Lahore, PakistanEntry Level Computer Support Specialist - Lahore, PakistanWe are currently hiring for an Entry Level Computer Support Specialist to join our team in Lahore, Pakistan. This is a contract position with opportunities for growth and advancement within the company.As an Entry Level Computer Support...