Application Support Engineer II (TCF)

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Job Description

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

The Application Support Engineer II provides L1 and L2 production support for KYC/KYB and iXHero applications. This role supports monitoring, troubleshooting, release validation, incident resolution, and stakeholder communication across applications, API, cloud, and AI environments. Fluency in French, English & Portuguese - reading, writing, and speaking - is required, Spanish is an added advantage.

Responsibilities

• Provide L1/L2 production support for KYC/KYB and iXHero applications.

• Monitor application and infrastructure health to identify production issues.

• Troubleshoot logs, APIs, authentication, data, integrations, AI, and cloud issues.

• Diagnose performance, availability, connectivity, and infrastructure incidents.

• Own incidents from triage through escalation, resolution, and closure.

• Perform production health checks, release validation, and RCA documentation.

• Use Python/PowerShell, SQL/MySQL, and MongoDB for troubleshooting and automation.

• Coordinate updates in Jira and communicate clearly with technical and business teams.

• Complete all assigned, mandatory training within the timeframe provided.

• Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.

Qualifications

• Fluency inFrench, English & Portuguese - reading, writing, and speaking - is required, Spanish is an added advantage

• 3-5 years of experience in L1/L2 production support and SLA-driven incident management.

• Knowledge of monitoring tools such as Azure Application Insights, AWS CloudWatch, Grafana, or similar.

• Strong understanding of REST APIs, HTTP status codes, JWT, OAuth/OAuth2, webhooks, and integrations.

• Experience troubleshooting microservices, cloud environments, performance, availability, and connectivity issues.

• Working knowledge of AI/GenAI concepts, including RAG, LLM gateways, token usage, and Responsible AI.

• Ability to use Python or PowerShell for log analysis, API testing, data validation, and automation.

• Strong analytical, communication, collaboration, and stakeholder management skills.

• Ability to work independently under pressure and support rotational or fixed shifts as needed.

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