The L2 Senior Application Support Engineer provides advanced technical expertise, deep troubleshooting capability, and platform-level ownership across the luxury hotel and resort digital landscape. This role handles the most complex production issues, leads root cause analysis, optimizes system performance, and collaborates closely with engineering teams to improve platform stability.
This role supports and enhance systems such as AEM, Salesforce Core Clouds, SFMC, MuleSoft APIs, Java BFF, AWS ROSA, mobile applications, Echo Mobility, Travel Studio, and core integrations essential to delivering seamless guest experiences.
Act as the highest escalation point for complex incidents across AEM, Salesforce, MuleSoft, BFF, AWS, and mobile/frontend apps.
Perform deep-dive troubleshooting using logs, traces, API diagnostics, SQL queries, and cloud monitoring.
Lead Root Cause Analysis (RCA) and implement long-term technical fixes.
Analyze and optimize microservices, APIs, cache layers, and cloud infrastructure for performance and resilience.
Develop automation scripts, tools, and workflows to prevent recurring issues.
Support deployments, validate release stability, and work closely with DevOps for CI/CD improvements.
Review and optimize MuleSoft flows, BFF orchestration, and integration logic.
Enhance monitoring (Datadog/CloudWatch) and create actionable alerts and dashboards.
Work with engineering teams to improve code quality, logging, error handling, and architecture.
Mentor L1 engineers and help build technical capability across the support organization.
Ensure platform security, compliance, and governance across AWS, Salesforce, AEM, and APIs.
