SL2578 - Application Support Engineer

Role Overview

We are looking for an experienced Application Support Engineer to provide Level 2 (L2) support for critical business applications and ensure their availability, performance, and stability.

The role requires hands-on experience with Node.js, MSSQL, Windows/UNIX/Linux environments, AWS cloud services, and IT Service Management (ITSM). You will work closely with Level 1 support, development teams, operations teams, and other technology stakeholders to troubleshoot and resolve technical issues.

The role will also contribute to platform automation, technology upgrades, cloud migration, production support, and continuous improvement initiatives.

Key Responsibilities

• Provide Level 2 technical support for business-critical applications, handling escalated incidents from Level 1 support and ensuring timely resolution within defined SLAs.
• Investigate, troubleshoot, and resolve application, infrastructure, database, and integration-related issues.
• Use SQL queries to analyse and troubleshoot issues within MSSQL databases, including performing data fixes and optimisation where required.
• Administer and support applications running in AWS environments, including EC2, ECS, S3, RDS, and CloudWatch.
• Perform log analysis, system monitoring, and automation activities using shell scripting such as Bash.
• Configure, monitor, and troubleshoot AWS services used for application hosting, storage, databases, and system integrations.
• Collaborate with development and engineering teams to investigate issues requiring code changes, fixes, or application enhancements.
• Support REST API services, microservices, and container-based applications.
• Apply IT Service Management (ITSM) practices across incident, problem, and change management.
• Perform root cause analysis and recommend technical or operational improvements to prevent recurring incidents.
• Document support processes, operational procedures, troubleshooting steps, and technical solutions to support knowledge sharing.
• Support and provide guidance to Level 1 support teams where required.
• Participate in technology upgrade, platform automation, and cloud migration initiatives.
• Assess technical and operational risks associated with application and infrastructure changes.
• Participate in on-call rotations and handle urgent production support requests outside regular business hours when required.
• Escalate technical issues according to established processes and guidelines.

Requirements

• Minimum 2 years of experience supporting REST API services.
• Minimum 2 years of experience working with JavaScript frameworks and technologies such as React.js, Next.js, NestJS, or Node.js.
• Minimum 3 years of experience working with microservices architectures and container technologies.
• Minimum 2 years of application support or production support experience.
• Strong hands-on experience with MSSQL databases, including SQL queries and troubleshooting.
• Working experience with AWS cloud services such as EC2, ECS, S3, RDS, and CloudWatch.
• Good understanding of cloud infrastructure and hands-on experience with configuration, monitoring, and troubleshooting.
• Experience supporting Windows and/or UNIX/Linux environments.
• Experience with scripting and automation, preferably Bash or similar scripting languages.
• Knowledge of IT Service Management (ITSM) frameworks and practices, such as ITIL.
• Strong troubleshooting, problem-solving, and root cause analysis capabilities.
• Ability to understand application architecture, dependencies, and operational processes.
• Strong interpersonal, communication, and stakeholder management skills.
• Proactive mindset with the ability to recommend technical improvements and alternative solutions.

Education

• Bachelor's or Master's degree in Computer Science, Information Technology, or a related discipline is preferred.