Java Support Engineer (L2/L3 Support)

Job Title: Java Support Engineer

Location: Boston, MA (Onsite)

Job type: Fulltime

Years of Experience: 7 to 10 Years

We are seeking a Support Engineer Lead with strong expertise in Java applications and AWS cloud platforms, responsible for leading application and infrastructure support operations

.The role requires direct onsite customer interaction, ownership of incident management, and ensuring high availability, reliability, and performance of systems

.
Please use the below details for the J

D

. Key Responsibiliti

• es8–10 years overall experien
• ceMinimum 4–5 years in Application/Infra Suppo
• rtExperience in customer-facing onsite roles preferr
• edLead L2/L3 support for Java-based applications and AWS infrastructu
• reCoordinate across application, middleware, and infrastructure layers for issue resoluti
• onManage production support operations (24x7/on-call rotatio
• n)Drive incident triaging, RCA, and resoluti
• onEnsure adherence to SLA / KPI (MTTR, availability, uptim
• e)Perform post-incident reviews and preventive actio
• nsManage and troubleshoot AWS services (EC2, S3, Lambda, RD
• S)Ensure scalability, reliability, and cost optimisation of cloud syste
• msWork on monitoring, logging, alerting tools (New Relic, CloudWatch, etc
• .)Act as primary escalation points for customer inciden
• tsProvide status updates, reporting, and technical explanatio
• nsDrive service reviews and continuous improvement initiativ
• esImplement automation for support processes / repetitive issu
• esDrive AIOps / predictive monitoring / observability improvemen
• tsImprove runbooks, SOPs, and knowledge ba

s

e Technical Skil

• lsStrong Java application support (Spring, APIs, Microservice
• s)Hands-on AWS (EC2, Lambda, S3, RDS, CloudWatc
• h)Experience in Application Infrastructure troubleshooti
• ngKnowledge of Linux, networking basics, databases (SQL/NoSQ
• L)Exposure to monitoring, logging, ITSM tools (ServiceNow, JIR
• A)Strong customer communication (onsite-offshore coordinatio
• n)DevOps / CI-CD exposure (Terraform, Jenkins, Gi
• t)Ability to handle critical escalatio
• nsTeam mentoring and stakeholder alignme
• ntAnalytical and problem-solving minds