App Support Engineer Web-based Sr

Application Support Engineer (L2/L3) - International Billing Platform

The Application Support Engineer (L2/L3) is responsible for providing end-to-end functional and technical support for a centralized international billing platform built on a microservices architecture using .NET, React, and AWS. The role focuses on application stabilization, incident resolution, problem management, operational support, and continuous improvement to ensure platform availability, reliability, and scalability as the solution expands across multiple countries.

This position acts as the primary support layer for monitoring, troubleshooting, and resolving production issues, handling service requests, managing platform configurations, and performing root cause analysis. The engineer collaborates closely with business users, development teams, cloud operations, and third-party providers to restore service, prevent recurring incidents, and support increasing transaction volumes during critical billing cycles.

Key Responsibilities

• Provide Level 2 and Level 3 functional and technical support for the international billing platform.
• Manage the full incident lifecycle, including ticket intake, classification, prioritization, troubleshooting, resolution, escalation, and communication with stakeholders.
• Analyze application, integration, data, and operational issues to identify root causes and implement corrective and preventive actions.
• Troubleshoot issues across .NET microservices, React front-end components, APIs, databases, integrations, and AWS cloud services.
• Perform application configuration, validation, and operational support activities to ensure smooth platform operations.
• Monitor system health, application performance, and transaction processing, particularly during month-end peak billing periods.
• Identify and coordinate the resolution of issues caused by missing, delayed, or corrupted data from upstream accounting or third-party systems.
• Implement minor code fixes, configuration changes, scripts, and operational improvements when required to restore service and reduce recurring incidents.
• Support production deployments, release validations, and post-implementation stabilization activities.
• Collaborate with development, infrastructure, cloud, and business teams to resolve complex technical issues and improve platform reliability.
• Create and maintain Standard Operating Procedures (SOPs), troubleshooting guides, knowledge articles, and support documentation.
• Contribute to problem management processes by identifying trends, risks, and opportunities for automation and service improvement.
• Support operational scaling and readiness activities as new countries are onboarded to the international billing platform.
• Ensure compliance with service levels, operational processes, and support governance standards.

Key Activities

• Monitor application alerts, logs, integrations, and transaction processing.
• Investigate and resolve production incidents and service requests.
• Perform root cause analysis and document findings and corrective actions.
• Validate billing data, configurations, and business process flows.
• Analyze AWS infrastructure and application performance metrics.
• Coordinate with third-party providers and internal technology teams to resolve dependencies and data-related issues.
• Execute application support procedures and routine operational tasks.
• Participate in incident review, problem management, and continuous improvement sessions.
• Support high-volume billing periods and business-critical processing windows.
• Maintain knowledge bases, support documentation, and operational runbooks.

Required Technical Skills

• .NET / C#
• React
• AWS Cloud Services
• REST APIs and Microservices Architecture
• SQL and Database Troubleshooting
• Application Monitoring and Log Analysis
• Incident, Problem, and Service Request Management
• Root Cause Analysis (RCA)
• Production Support and Release Management

Desired Profile

Strong analytical and troubleshooting skills with experience supporting enterprise business-critical applications. Ability to work across functional and technical domains, manage critical incidents, communicate effectively with stakeholders, and drive resolution in fast-paced production environments while supporting the growth of a multinational billing platform.