Application Support Engineer
Job Summary
Providing end-to-end technical support for a SaaS platform, the remote Application Support Engineer will manage customer-impacting incidents, utilizing deep product knowledge and collaboration with Product and Engineering teams to ensure timely resolution and documentation.
Key responsibilities
- Own customer-impacting incidents from detection through resolution and closure within agreed SLAs
- Investigate incidents using application logs and metrics, capturing clear technical evidence
- Maintain accurate incident records in the ticketing system, including timelines and troubleshooting steps
Required qualifications
- BSc degree in IT or equivalent experience
- Previous experience as a L2/L3 Support Engineer for cloud SaaS products
- Familiarity with ticketing systems such as ServiceNow
- Basic understanding of REST, HTTP, SQL, and experience with tools like Postman and JMeter
- Previous experience with Azure services is preferred; major cloud experience is valuable
Complete Job Description
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