We are seeking a high-performing Application Support Engineer to manage post-production (Day 2) support operations for business-critical applications. This role ensures application stability, incident resolution, and continuous service improvement in a production environment.
The ideal candidate is analytical, detail-oriented, and customer-focused, with strong experience in incident management, troubleshooting, and stakeholder communication, and the ability to perform under pressure with high service standards.
Key Responsibilities
Application Support & Incident Management
- Provide L1 / L2 support for production systems, ensuring timely resolution of incidents and service requests
- Own the end-to-end incident lifecycle: Triage → Investigation → Resolution → Closure → Post-incident review
- Troubleshoot application, API, and system-level issues, including log analysis and debugging
- Ensure adherence to SLA / SLO commitments, with proper prioritization and escalation
- Perform root cause analysis (RCA) and document findings to prevent recurrence
Ticketing & Service Operations (Jira-driven)
- Manage and track incidents, requests, and defects using Jira or equivalent tools
- Maintain accurate ticket documentation, updates, and resolution details
- Drive structured workflows for categorization, prioritization, and escalation
- Collaborate with engineering teams by providing clear reproduction steps, logs, and impact analysis
Customer Engagement & Communication
- Act as a primary point of contact for customers during incidents and requests
- Provide clear, professional, and timely communication to technical and non-technical stakeholders
- Manage expectations during outages with transparent updates and timelines
- Conduct incident reviews and follow-ups where required
Stability & Continuous Improvement
- Monitor application health and support production stability
- Perform log analysis and diagnostics to identify root causes and recurring issues
- Identify patterns and propose preventive or permanent fixes
- Improve system reliability and support processes
- Maintain runbooks, troubleshooting guides, and knowledge base articles
Collaboration & Release Support
- Work with development, QA, and internal teams for deployment and validation
- Support environment configuration across dev, UAT, and production
- Assist in release monitoring, rollback decisions, and hotfix coordination
- Support change management processes to minimize disruption
Qualifications
Required
- 2–4 years of experience in Application Support, Production Support, or IT Operations
- Experience in L1 / L2 support, handling production incidents and service requests
- Strong hands-on experience with Jira (or equivalent)
- Solid understanding of application architecture:
- APIs, backend services, databases, integrations
- Hands-on experience in supporting and troubleshooting Python-based applications
- Strong problem-solving and analytical skills, including log analysis and root cause identification
- Experience in SLA-driven environments with prioritization and escalation processes
- Strong communication skills, with confidence in customer-facing interactions
Preferred
- Experience supporting applications on cloud platforms (AWS preferred)
- Familiarity with AWS services (EC2, S3, Lambda, RDS, IAM)
- Basic understanding of:
- SQL / NoSQL databases
- REST APIs and JSON
- Exposure to incident management frameworks (ITIL)
- Scripting knowledge in Python, Bash, or similar
What We Look For
- Strong ownership mindset in resolving issues end-to-end
- Ability to perform effectively during high-pressure or critical incidents
- Good balance of technical troubleshooting and customer communication
- High attention to detail, documentation, and operational discipline
- Proactive approach to problem prevention and continuous improvement
Candidate Expectations
- Demonstrated experience in troubleshooting real production issues, beyond academic exposure
- Ability to perform hands-on investigation, including:
- Log analysis
- Root cause identification
- Clear documentation of findings
- Confidence in managing incidents in Jira or equivalent systems
- Ability to communicate clearly with stakeholders during incidents
- Ability to explain past incident handling and resolution scenarios in a structured manner
Important Note
This role is part of Day 2 operations and may require:
- Handling business-critical incidents
- Occasional off-hours or on-call support
Why Join Us
- Work on production-grade applications with real business impact
- Gain exposure to cloud-native environments and enterprise operations
- Opportunity to grow into senior support, SRE, or platform roles
- Collaborative environment focused on learning, ownership, and excellence
