Application Support Engineer

Application Support Engineer L2

Responsibilities

• P1–P3 incident triage, known-error resolution, and SLA tracking (P1 restoration target 4 hours)
• Log analysis and root cause investigation across distributed services, interfaces and message queues
• Ticket enrichment and routing; escalate to L3 with a complete diagnostic picture
• Adapt existing SQL and PowerShell scripts for diagnostics
• Post-deployment validation and shift handover documentation
• Contribute to runbooks and known-error records
• Rostered 247365 shift cover and platform monitoring via Coralogix, CloudWatch, Grafana and PagerDuty

Technical Skills

• Coralogix, CloudWatch, Grafana, PagerDuty, Jira Service Management
• SQL (MySQL / PostgreSQL / SQL Server) and PowerShell — adapt existing scripts
• Application log analysis across distributed systems and message queues
• ITIL-aligned incident and request management in a 247 environment
• Working knowledge of PCI DSS controls and FCA operational resilience

Good to Have: .NET exposure • AWS (ECS, EKS, RDS) • Confluence • Payments/fintech background

Application Support Engineer — L3

Responsibilities

• Own P1–P3 incident resolution, RCA, and problem management
• Advanced diagnostics across MySQL, PostgreSQL, SQL Server, app logs, queues and integration interfaces
• Author new SQL and PowerShell scripts; mid-level .NET log and code investigation
• Patching, backup, and DR operations execution and validation
• Coach L2 engineers; maintain runbooks, KEDB and knowledge articles
• Hold SME ownership in one domain: Reporting / Clearing / Chargeback / Patching / Host interface / Message processing
• Represent support in change reviews and post-incident reviews; drive preventative actions to closure
• Day shift with on-call rota supporting 247 cover

Technical Skills

• MySQL, PostgreSQL — deep hands-on; SQL Server — mid-level
• PowerShell and SQL — authoring new scripts independently
• .NET — mid-level (code and log-level diagnostics)
• AWS (ECS, EKS, RDS, CloudWatch); Coralogix, PagerDuty, Jira SM
• Payments domain — card issuing and processing, plus one of ISO 8583 / ISO 20022, clearing and settlement, or chargebacks and disputes
• PCI DSS and FCA operational resilience — working knowledge
• ITIL-aligned incident, problem, and change management

Good to Have: SRE practices (error budgets, toil reduction) • AI-assisted troubleshooting tooling in a controlled environment •  Confluence • Payments/fintech background