L2 Support - #2194669

L2 Support Engineer

Location: Leeds

Working model: Hybrid 3 days in office

An award-winning AI technology company transforming the lending and mortgage industry through automation, AI-powered underwriting, advanced decisioning, and intelligent workflow solutions. Our technology enables lenders to make faster, smarter decisions while improving efficiency and customer outcomes.

As we continue to grow, we're looking for an experienced Level 2 Support Engineer to provide technical support across our platforms, applications, integrations, and cloud environments.

The Role:

As an L2 Support Engineer, you'll act as the technical escalation point for complex incidents and service requests, working closely with customers, development teams, product specialists, and third-party partners. You'll investigate issues, identify root causes, and help ensure the reliability and performance of critical fintech applications.

This role would suit someone with strong troubleshooting skills who enjoys problem solving, customer interaction, and working in a fast-paced SaaS or technology environment.

Key Responsibilities:

• Act as the primary escalation point for Level 1 Support teams.
• Troubleshoot complex application, platform, integration, and user issues.
• Investigate incidents using logs, monitoring tools, databases, and diagnostic utilities.
• Manage incidents through to resolution in line with agreed SLAs.
• Perform root cause analysis and document findings.
• Work closely with Software Engineering and Product teams to resolve defects.
• Support API integrations and data flow issues between customer and third-party systems.
• Monitor system health and proactively identify potential issues.
• Maintain knowledge base articles and support documentation.
• Assist with software releases, change management activities, and deployment support.
• Support cloud-hosted environments and business-critical production systems.
• Provide clear updates to customers and stakeholders throughout incident lifecycles.
• Participate in an on-call or out-of-hours support rota where required.

Skills & Experience:

• Previous experience in a Level 2 Support, Application Support, Technical Support, or Systems Support position.
• Strong troubleshooting and analytical skills.
• Experience supporting SaaS platforms or business-critical applications.
• Working knowledge of:
• Microsoft Windows
• Microsoft 365
• SQL databases
• REST APIs
• Networking fundamentals (DNS, TCP/IP, HTTPS)
• Experience using ticketing systems such as Jira Service Management, Zendesk, ServiceNow, or Fresh service.
• Ability to interpret application logs and troubleshoot technical issues.
• Excellent customer-facing communication skills.