Application Support Engineer - II

Responsible for independently managing complex application support issues, ensuring operational continuity, and driving improvements in system performance and end-user experience. This role requires strong technical troubleshooting skills, collaboration with cross-functional teams, and ownership of key support processes and service delivery metrics.

Responsibilities:

• Investigate and resolve advanced application issues, coordinating with engineering and product teams as needed.
• Perform in-depth analysis of logs, queries, and system behavior to identify root causes and implement corrective actions.
• Lead efforts in automating routine tasks and enhancing support workflows to improve resolution times and service quality.
• Maintain and improve internal documentation, runbooks, and knowledge base content.
• Support the rollout of new features and releases, including validation and post-deployment monitoring.
• Act as an escalation point for junior support engineers, providing technical guidance and mentoring.
• Participate in incident response and root cause analysis efforts, ensuring long-term remediation plans are in place.
• Collaborate with DevOps and Infrastructure teams to monitor application health and performance proactively.

Requirements:

• Bachelor's degree in information systems, computer science, or a related field.
• 3-5 years of experience in application support, IT operations, or technical troubleshooting roles.
• Proficiency with SQL, log analysis, and scripting (e. g., Python, Bash) for issue investigation and automation.
• Experience with enterprise ticketing and monitoring tools (e. g., Jira, ServiceNow, Splunk, Datadog).
• Familiarity with software deployment pipelines, APIs, and cloud environments (e. g., AWS, GCP).
• Strong problem-solving skills, attention to detail, and ability to manage competing priorities.
• Effective communicator with experience collaborating across technical and non-technical teams.