Job Title: Level 2 Application Support Engineer (4D)

Job Summary:
The Level 2 Application Support Engineer will be responsible for providing second-line support for applications developed using the 4D programming language and database environment. This role involves troubleshooting and resolving complex issues, maintaining application performance, and supporting end-users and business teams. The ideal candidate should have a strong technical background, familiarity with 4D applications, and experience with application support processes.

Required Skills and Qualifications:

• Technical Knowledge:
  • Strong experience with 4D application development and support.
  • Proficiency in 4D programming language, database management, and query optimization.
  • Familiarity with support ticketing systems and monitoring tools.
• Problem-Solving:
  • Excellent troubleshooting and analytical skills, with a focus on identifying root causes and implementing solutions.
  • Ability to work under pressure and prioritize tasks in a fast-paced environment.
• Communication:
  • Strong written and verbal communication skills to effectively document and explain technical issues.
  • Proven experience in working collaboratively with cross-functional teams and end-users.
• Experience:
  • 2-5 years of experience in Level 2 application support or a related technical support role.
  • Experience with ITIL or other service management frameworks is a plus.
  • Previous experience in supporting business applications in industries such as finance, healthcare, or logistics is advantageous.

Preferred Certifications (Optional):

• ITIL Foundation Certification or equivalent.
• 4D Developer Certification (if available).

Key Responsibilities:

1. Issue Resolution and Troubleshooting
   • Respond to and resolve escalated issues from Level 1 support
   • Analyze, troubleshoot, and resolve application incidents, both functional and technical, ensuring minimal disruption to users.
   • Use 4D-specific tools and logs to investigate issues and determine root causes.
   • Document and communicate resolution steps to Level 1 support and business users.
2. Technical Support and Maintenance
   • Monitor application performance, manage error logs, and preemptively address potential issues.
   • Manage configuration settings within the 4D application and execute minor configuration changes as needed.
   • Assist in application maintenance tasks, including data validation, integrity checks, and application optimization.
3. User Support and Training
   • Work closely with business users and Level 1 support teams to provide clarity on technical issues and application functionality.
   • Assist in creating user guides, FAQs, and training materials for end-users.
   • Document troubleshooting processes, known issues, and solutions to create a knowledge base for the support team.