Application Support Engineer TechOps Application Support

Role & responsibilities

• First-level triage of support tickets across application modules/functions.
• Diagnose functional/application issues using application and infrastructure logs.
• Run routine health checks on services, APIs, caching layers and database connectivity.
• Execute approved runbooks for known issues (restarts, cache clears, configuration checks).
• Escalate complex/unresolved issues to L3 with clear diagnostics within SLA (P1/P2/P3).
• Support production deployments/rollbacks under L3 guidance via the CI/CD pipeline.
• Assist in validating fixes in Testing/Preprod environments before production release.
• Maintain incident logs, FAQs and runbook accuracy.
• Track and follow up on functional issues reported by end users.
• Communicate status/resolution updates to business stakeholders and end users.
• Support on-call rotation for after-hours coverage.

Preferred candidate profile

• Working knowledge of web/mobile application support and REST APIs.
• Basic-to-intermediate database query/diagnostic skills (e.g., PostgreSQL, MySQL).
• Familiarity with application/container logs and log-analysis tools (e.g., ELK/Kibana).
• Understanding of token-based authentication and API testing tools (e.g., Postman).
• Exposure to CI/CD concepts and tools desirable.
• Basic Linux command-line proficiency.
• Familiarity with ITSM/ticketing tools and structured incident management.

Experience & Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 25 years in Application/Production Support (L2 level).
• Experience supporting business-critical or high-traffic applications is a plus.