L2 Automation & Application Support Engineer

Experience: 2-3 Years Shift: US Shift - 9:00 PM to 6:00 AM IST Joining: Immediate Joiners Preferred Domain: Healthcare Automation / RPA / Application Support

Role Overview

We are looking for an experienced L2 Automation & Application Support Engineer with strong hands-on experience in AutomationEdge and healthcare automation.

The L2 Engineer will be responsible for troubleshooting, fixing, testing, deploying, and supporting automation workflows in production. The role requires a strong understanding of both the technical automation platform and the healthcare business processes being automated.

The ideal candidate should be capable of independently investigating production issues, identifying the root cause, implementing workflow/configuration fixes, validating the solution, and deploying the changes through the appropriate environments.

Key Responsibilities

• AutomationEdge / Workflow Support
  • Troubleshoot and resolve L2-level AutomationEdge workflow and bot execution issues.
  • Analyze workflow execution logs, Process Studio logs, Agent logs, application logs, and error traces.
  • Fix workflow issues and configuration problems within L2 scope.
  • Modify, test, and validate AutomationEdge workflows based on production incidents and business requirements.
  • Deploy workflow fixes and configuration changes across DEV/UAT/PROD following the defined change-management process.
  • Reprocess, replay, or recover failed transactions after resolving the underlying issue.
  • Perform end-to-end validation after implementing fixes.
  • Monitor workflow execution and identify recurring or potential failures.
  • Troubleshoot issues related to AutomationEdge Agents, Controllers, schedules, credentials, queues, APIs, databases, and external integrations.
  • Identify issues that require L3/product-level intervention and provide complete technical details for escalation.
• Healthcare Domain Support
  • Develop a strong understanding of healthcare automation processes and the applications involved.
  • Troubleshoot workflows involving healthcare systems such as:
    • EMR/EHR systems
    • Payer / Insurance systems
    • Referral Intake and Referral Processing
    • Patient/member information
    • Eligibility and authorization workflows
    • Claims and payer-related processes
    • Provider and patient data
    • Healthcare portals and web applications
    • Document processing and data extraction
  • Understand the end-to-end business process behind the automation rather than troubleshooting only from the technical/log perspective.
  • Understand the impact of workflow failures on healthcare transactions and prioritize incidents accordingly.
  • Handle sensitive healthcare information appropriately and follow applicable security/privacy requirements.
• Database / API / Application Troubleshooting
  • Perform SQL-based investigation and troubleshooting using databases such as PostgreSQL / MS SQL Server.
  • Write and execute SQL queries to:
    • Identify failed/stuck transactions
    • Validate workflow results
    • Investigate data inconsistencies
    • Check transaction status and processing history
    • Support controlled data correction when authorized
  • Troubleshoot REST APIs, web services, authentication, request/response issues, and third-party integrations.
  • Analyze HTTP status codes, API payloads, response errors, authentication failures, and integration issues.
  • Troubleshoot UI-based automation issues involving browsers, web applications, XPath/selectors, sessions, pop-ups, and application changes.
• Incident Management / RCA
  • Own L2 incidents from investigation through resolution.
  • Perform detailed Root Cause Analysis (RCA) for recurring and critical incidents.
  • Distinguish between:
    • Workflow/configuration issues
    • Application issues
    • Database issues
    • API/integration issues
    • Infrastructure/environment issues
    • External application changes
  • Provide clear technical updates, impact assessment, workaround, root cause, and resolution.
  • Identify recurring issues and recommend permanent fixes.
  • Create and maintain RCA documents, SOPs, troubleshooting guides, and knowledge-base articles.
  • Contribute to L1 knowledge transfer and improve existing runbooks.
• Collaboration
  • Work closely with L1 Support, L3 Engineering, QA, DevOps/Infrastructure, Database, and business teams.
  • Support production deployments and post-deployment validation.
  • Participate in incident bridges and provide technical updates to stakeholders.
  • Assist L1 engineers with complex troubleshooting and knowledge transfer.
  • Escalate issues with complete logs, reproduction steps, investigation findings, and attempted resolutions.

Required Technical Skills

• Mandatory
  • 2-3 years of overall IT/Application Support or Automation experience
  • Minimum 2 years of hands-on AutomationEdge experience
  • Minimum 1 year of experience working in the healthcare domain
  • Strong hands-on experience with AutomationEdge Process Studio / workflow development and troubleshooting
  • Ability to modify, fix, test, and deploy AutomationEdge workflows
  • Strong SQL and database troubleshooting skills
  • Good understanding of REST APIs / Web Services
  • Experience troubleshooting UI/Web-based automation
  • Strong application log and error analysis skills
  • Experience in production support and incident management
  • Good understanding of RCA and problem management
• Healthcare Domain Knowledge
  • The candidate should have practical exposure to one or more of the following:
  • EMR / EHR
  • Payer / Insurance applications
  • Referral Intake
  • Referral Processing
  • Patient/member information
  • Eligibility verification
  • Authorization workflows
  • Claims-related processes
  • Provider information
  • Healthcare portals
  • Document management / OCR / data extraction
  • Healthcare application integrations

Strong preference for candidates who understand the business workflow behind the automation and can independently trace a transaction from intake → processing → downstream system → completion.

Good to Have

• Java / JavaScript / scripting knowledge
• Selenium or other UI automation experience
• Postman / API testing experience
• Experience with monitoring and alerting tools
• ITIL / incident and change management knowledge

What We Expect from an L2 Engineer

The L2 Engineer is expected to be more than a monitoring or ticket-resolution resource.

The candidate should be able to:

Investigate → Identify Root Cause → Fix → Test → Deploy → Validate → Document

An L2 Engineer should be capable of independently resolving most workflow-level production issues without immediately depending on L3/Development teams.

Key Competencies

• Strong analytical and troubleshooting skills
• Ability to debug complex automation failures
• Good understanding of business and technical workflows
• Production ownership and accountability
• Good communication and stakeholder management
• Ability to work independently during US shifts
• Ability to prioritize critical healthcare production incidents
• Willingness to learn new healthcare applications and automation processes
• Strong documentation and knowledge-sharing skills

Contact Person: Nidhi Saraiya - [email protected] Rashmi Brahmane- [email protected]

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