L2 Support Engineer

As an L2 Support Engineer at HCSS, your main responsibilities include providing technical support for integrations between HCSS, Dynamics Solomon, OMS (Penta), and ACS (Payroll). You will monitor and troubleshoot integration failures, perform data validation and correction, and work closely with other technical teams to resolve issues. Documenting processes and assisting in testing integration fixes are also part of your role.

To be successful as an L2 Support Engineer at HCSS, you should have experience with integration platforms, strong SQL skills for data analysis, and basic scripting knowledge. Familiarity with managing middleware tools and understanding ERP and payroll systems are also essential. Additionally, possessing excellent problem-solving skills and communication abilities will help you thrive in this role.

Preferred qualifications for the L2 Support Engineer position at HCSS include a bachelor’s degree in Computer Science or a related field, along with 3+ years of experience in L2/L3 support or integration support. Having certifications related to integration tools, SQL, or ERP systems, as well as ITIL knowledge, would be a great asset for this role.

The work environment for L2 Support Engineers at HCSS is remote, offering flexibility and the chance to work from anywhere. You will collaborate with a close-knit technical team, handling tasks in a fast-paced setting while utilizing cutting-edge technologies to provide exceptional support.

HCSS is committed to the professional growth of its employees, including L2 Support Engineers. We provide opportunities for training, access to the latest technologies, and encourage participation in certification programs to enhance your skills. Additionally, you can benefit from mentorship and development within your team.

In answering this question, you should discuss specific integration platforms you’ve worked with, like EDI, APIs, or middleware tools such as MuleSoft or Boomi. Highlight your hands-on experience and any successful projects you’ve managed, showcasing your technical abilities and understanding of integration processes.

When asked this question, describe a systematic approach to troubleshooting data discrepancies, such as validating data sources, employing SQL for analysis, and documenting your findings. Sharing an example where you successfully resolved discrepancies can effectively show your problem-solving skills.

Detail your experience with incident management frameworks like ITIL, describing how you document incidents, prioritize tasks, and perform root cause analysis. Provide examples where your methods led to improved processes or prevented similar issues from arising in the future.

When answering, choose a relevant and complex issue you handled, explain the steps you took to analyze and resolve it, and outline the positive impact it had on the team or project. This demonstrates your analytical skills and ability to manage challenges.

Discuss the techniques you use to ensure data integrity, such as validation checks, consistent formatting, and regular audits of data paths. Highlight your experience with data management processes and how you adhere to business rules.

It’s good to acknowledge the pressures of L2 support during peak times. Share a specific strategy you utilize to manage stress or workload, such as prioritizing tasks, collaborating with teammates to address issues, or leveraging tools to streamline your workflow.

Emphasize the critical role that documentation plays in resolving issues and maintaining efficient workflows. Discuss your experience with documenting processes, integration workflows, and troubleshooting steps to ensure knowledge transfer within the team.

Talk about the resources you use to stay informed, such as industry forums, certification courses, webinars, or networking with peers. Mention how you implement new knowledge into your work to enhance support services.

Provide a detailed example of a solution you created or helped implement that improved integration efficiency. Focus on the problem, your approach to developing the solution, and the positive outcomes that followed.

When discussing your goals, align them with the growth of your skills and potential leadership opportunities within the field. Express your desire to contribute significantly to the team and lead initiatives that enhance integration support and technologies.