L2 Technical Support Product Support Engineer at Wolters Kluwer · Pune

L2 Technical Support Product Support Engineer Location: IND-Pune-Smartworks Basic Function Provide Level 2 support for dxg Apollo / Arianne platform applications and services utilized by Wolters Kluwer customers. The platforms are cloud based on AWS and rely on enterprise Content Management technologies including Alfresco, AllegroGraph, Neo4j, Solr and PublishOne. The role supports business critical systems used by customers and internal users across Europe, while the position is based in Pune, India. The Support Engineer is expected to operate with a proactive and empathetic mindset, building strong operational synergy with the L3 Development team to ensure service stability, effective incident resolution and continuous improvement. The Support Engineer reports to the Apollo Support Manager. Essential Duties and Responsibilities Monitor and react to incidents raised by customers or generated by system alerts. Provide Level 2 incident investigation and resolution for CMS and integrated platform services. Use incident management software to create, track and document all communications related to incident investigation, status updates and resolution activities. Analyze system alerts, application logs, metrics, resource utilization and performance trends to identify issues and root causes. Act proactively to identify recurring issues and contribute to incident prevention and platform stability. Collaborate closely with the L3 Development team, sharing clear technical analysis, logs and evidence to support advanced troubleshooting and defect resolution. Engage development teams when required through structured escalation and defect reporting processes. Contribute to continual process improvement initiatives based on platform performance data, historical incidents and monitoring insights. Consult with systems support and operational intelligence teams to define alerting thresholds and performance tolerance levels. Establish strong working relationships with operational intelligence, system support and development teams to support production readiness and new product introductions. Document support workflows, troubleshooting methodologies and operational procedures in Confluence. Participate in product team led knowledge transfer sessions to gain understanding of new products and emerging platform technologies. Provide management with operational metrics related to system availability, incident volumes, support trends and KPIs when requested. Use defect management systems to report bugs or request expert analysis requiring development intervention. Provide training and knowledge sharing on support processes and technologies when required. Other Duties This position requires participation in shift based support coverage, including evening, night, weekend and holiday shifts according to the defined roster. Additional duties may be assigned by management based on operational needs. Job Qualifications Education Bachelor’s degree in Computer Science or a related technical discipline, or an equivalent combination of education and relevant work experience. Experience 3 to 7 years of experience supporting enterprise client applications in a Level 2 support role. At least 1 year of experience supporting applications in cloud based, networked environments such as AWS or Azure. Experience supporting cloud and network based storage systems. Experience working with ITIL based incident management processes and tools. Hands on experience with ServiceNow for incident and problem management. At least 1 year of experience supporting Java, JRE and JVM based applications. Experience using Application Performance Monitoring and database monitoring tools such as Dynatrace, AppDynamics, New Relic, AWS CloudWatch and SolarWinds. Experience with HTML and XML for content structuring and templating. Experience working with Jira and Confluence for ticketing, workflows and documentation. Experience with ELK Stack including Elasticsearch, Logstash and Kibana for log analysis. Experience with scripting languages such as Python, Bash or JavaScript for operational automation. Experience with API integrations including REST and SOAP, authentication and data retrieval. Basic SQL knowledge and experience running diagnostic queries. CMS familiarity with Alfresco, Neo4j and Solr. Experience debugging API calls using Postman and cURL. Experience writing basic SQL scripts and performing log analysis using ELK. Other Desirable Knowledge, Skills, Abilities or Certifications Strong written and spoken communication skills in English. Ability to work flexible shifts across time zones. Demonstrated ability to work independently and manage multiple incidents and priorities. Strong analytical skills with the ability to clearly document cause and effect during problem analysis. Strong interpersonal skills and an empathetic approach when supporting users across different cultures. Ability to collaborate effectively with L3 Development teams and operational stakeholders. Certifications in AWS, ITIL or MS SQL are desirable. Experience with Linux based environments and technologies such as Apache, JBOSS, J2EE, JavaScript, REST Web Services and scripting for log analysis. DevOps exposure supporting web based applications is considered a plus. Background in J2EE development or QA will be considered as an advantage. Travel Requirements This position is based in Pune, India. No immediate travel requirements. Our Interview Practices To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.