Overview
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 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
- 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
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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