L2 Technical Support Product Support Engineer

As a Support Engineer at Wolters Kluwer, you will be responsible for providing Level 2 support for dxg Apollo / Arianne platform applications and services utilized by customers. Your role will involve monitoring and reacting to incidents, investigating and resolving Level 2 incidents, collaborating with the L3 Development team, and contributing to continuous improvement initiatives. Key Responsibilities: - Monitor and react to incidents raised by customers or system alerts. - Investigate and resolve Level 2 incidents for CMS and integrated platform services. - Use incident management software to track and document incident-related communications. - Analyze system alerts, logs, metrics, and performance trends to identify root causes of issues. - Collaborate with the L3 Development team for advanced troubleshooting and defect resolution. - Contribute to process improvement initiatives based on platform performance data. - Establish strong working relationships with various teams to support production readiness and new product introductions. - Document support workflows, troubleshooting methodologies, and operational procedures. - Participate in knowledge transfer sessions and provide operational metrics when requested. - Report bugs and request expert analysis using defect management systems. - Provide training and knowledge sharing on support processes and technologies. Qualifications Required: - Bachelor's degree in Computer Science or a related technical discipline. - 3 to 7 years of experience in Level 2 support for enterprise client applications. - Experience supporting cloud-based applications and networked environments. - Familiarity with ITIL incident management processes and tools. - Hands-on experience with ServiceNow for incident and problem management. - Knowledge of Java, JRE, JVM based applications, and cloud-based storage systems. - Experience with application performance monitoring tools and database monitoring tools. - Proficiency in HTML, XML, Jira, Confluence, ELK Stack, scripting languages, API integrations, and SQL. - Familiarity with Alfresco, Neo4j, Solr, Postman, and cURL. - Strong communication, analytical, and interpersonal skills. - Ability to work independently and manage multiple priorities. - Certifications in AWS, ITIL, or MS SQL are desirable. - Experience with Linux-based environments, Apache, JBOSS, J2EE, JavaScript, and REST Web Services is a plus. No immediate travel requirements for this position based in Pune, India. As a Support Engineer at Wolters Kluwer, you will be responsible for providing Level 2 support for dxg Apollo / Arianne platform applications and services utilized by customers. Your role will involve monitoring and reacting to incidents, investigating and resolving Level 2 incidents, collaborating with the L3 Development team, and contributing to continuous improvement initiatives. Key Responsibilities: - Monitor and react to incidents raised by customers or system alerts. - Investigate and resolve Level 2 incidents for CMS and integrated platform services. - Use incident management software to track and document incident-related communications. - Analyze system alerts, logs, metrics, and performance trends to identify root causes of issues. - Collaborate with the L3 Development team for advanced troubleshooting and defect resolution. - Contribute to process improvement initiatives based on platform performance data. - Establish strong working relationships with various teams to support production readiness and new product introductions. - Document support workflows, troubleshooting methodologies, and operational procedures. - Participate in knowledge transfer sessions and provide operational metrics when requested. - Report bugs and request expert analysis using defect management systems. - Provide training and knowledge sharing on support processes and technologies. Qualifications Required: - Bachelor's degree in Computer Science or a related technical discipline. - 3 to 7 years of experience in Level 2 support for enterprise client applications. - Experience supporting cloud-based applications and networked environments. - Familiarity with ITIL incident management processes and tools. - Hands-on experience with ServiceNow for incident and problem management. - Knowledge of Java, JRE, JVM based applications, and cloud-based storage systems. - Experience with application performance monitoring tools and database monitoring tools. - Proficiency in HTML, XML, Jira, Confluence, ELK Stack, scripting languages, API integrations, and SQL. - Familiarity with Alfresco, Neo4j, Solr, Postman, and cURL. - Strong communication, analytical, and interpersonal skills. - Ability to work independently and manage multiple priorities. - Certifications in AWS, ITIL, or MS SQL are desirable. - Experience with Linux-based environments, Apache, JBOSS, J2EE, JavaScript, and REST Web Services is a plus. No immediate travel requirements for this position based in Pune, India.