Application Support Specialist

About the role

We are seeking an Application Support Engineer to provide L2 technical support for SaaS product domains. The role focuses on investigating production issues, resolving application and data problems, and collaborating with Product and Engineering teams to eliminate recurring issues.

Key responsibilities

• Investigate and resolve L2 application support issues across assigned product domains.
• Diagnose problems using SQL, application data, APIs, logs, monitoring tools, and other diagnostic information.
• Perform approved configuration and data corrections safely in production environments.
• Collaborate with Tech Leads, Product Managers, and Engineering to investigate incidents and escalate code or infrastructure changes.
• Manage and prioritize support tickets, ensuring timely progress and clear resolution or escalation paths.
• Identify recurring issues and recommend automation, tooling, and product improvements.
• Create and maintain troubleshooting guides, runbooks, and technical documentation.
• Work closely with Customer Support, Finance, Operations, and other internal teams to resolve technical issues and communicate findings.

Required profile

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience in Application Support, Technical Support, or Production Support within a SaaS environment.
• Strong analytical and troubleshooting skills with a structured, evidence‑based approach.
• Ability to manage support queues, handle multiple priorities, and maintain ownership throughout resolution.
• Good written and verbal communication skills for explaining technical findings to non‑technical stakeholders.

Required skills

• SQL and Microsoft SQL Server
• APIs and application logs troubleshooting
• Postman, Jira, Confluence
• AWS fundamentals (EC2, ECS, RDS)
• PostgreSQL, New Relic, PagerDuty
• SSRS/reporting, PowerShell, Bash
• .NET‑based applications