Managed Service L2 Application Support Engineer

About the Role

We are seeking a skilled and dedicated Managed Service L2 Support professional to join our dynamic team. In this role, you will support product integration and provide ticket-based L2 application support for infrastructure software and backend application environments within our managed services for clients. You will act as a key point of escalation, owning complex incident analysis and resolution, and contributing to the overall success of our service delivery.

What You'll Do

• Provide expert-level L2 technical support for escalated issues, troubleshooting and resolving complex problems across infrastructure software and backend application environments.
• Configure systems for security, performance, and availability, and identify potential issues to implement proactive solutions that prevent downtime and ensure optimal performance.
• Collaborate with internal support, development, test, and engineering teams to provide guidance, technical coordination, and knowledge transfer to enhance troubleshooting and service delivery capabilities.
• Set up and configure backend environments for on-site and cloud deployments, and support infrastructure software environments across servers, networks, and cloud platforms.
• Prepare and verify installation packages, deploy applications at client, internal test, and development sites, support system integration and acceptance testing, and document technical solutions, procedures, and best practices to build a comprehensive knowledge base.
• Participate in a hotline shift program to provide 24/7 support for critical incidents, with extra remuneration.
• Engage with clients to understand their technical needs, provide technical support to applications, manage tickets including reporting, tracking, and ensuring support call resolution, provide updates on issue resolution, and ensure client satisfaction.
• Implement automation tools and scripts, support automated deployments through CI/CD, generate reports on applications and issues, proactively identify improvements including new technology implementation and process enhancement, and contribute to the continuous improvement of support processes and tools.

Who You're Looking For

• Proven experience in a Managed Service L2 Support role or similar technical support position.
• Strong knowledge of UNIX/LINUX, Oracle/Postgres, and systems and network administration/support.
• Experience with cloud infrastructure such as AWS and Azure, as well as CI/CD.
• Strong troubleshooting and problem-solving skills with the ability to identify, investigate, analyze, and resolve support issues in a timely manner.
• Strong English communication and interpersonal skills, with the ability to provide customer-facing support, communicate incident updates, handle issue triage and escalation, coordinate with internal teams, and produce clear technical documentation in English.
• Ability to work independently and as part of a team in a fast-paced environment, with a fast-learning and service-oriented mindset.
• Relevant IT certifications (e.g., CompTIA Network+, Server+, MCSA, CCNA) are a plus.
• Experience with scripting for automation, system integration testing, customer acceptance testing support, and telecom solutions is advantageous.

Why You Should Join Us

• Opportunity to work with a diverse range of cutting-edge technologies and client environments.
• Be part of a collaborative and supportive team that values professional growth and development.
• Contribute to a company that is committed to delivering exceptional service and innovative solutions.
• Gain exposure to complex technical challenges and develop advanced troubleshooting expertise.
• Benefits package.
• Career advancement opportunities within a growing organization.

Logistics

• Department: Integration & Support
• Location: Douala, Cameroon
• Work Modality: On-site
• Contract Type: Full-Time, Permanent