Application Support Engineer

We are looking for an Application Support Engineer to provide Level 2 operational support for production applications, APIs, integrations, and business transactions, ensuring incidents are quickly identified, investigated, resolved, or escalated.

The role is primarily operational and hands-on, with a focus on production availability, incident handling, proactive detection, SLA adherence, operational stability, and reduction of recurring incidents.

•    Monitor production applications and critical business transactions.
•    Investigate application errors, API failures, and integration issues.
•    Analyze application logs and error codes to determine incident cause.
•    Validate end-to-end transaction flows across integrated systems.
•    Troubleshoot REST/SOAP APIs and application integrations.
•    Perform configuration checks and identify configuration-related issues.
•    Validate production services following deployments or infrastructure changes.
•    Conduct release-impact assessments from an operational perspective.
•    Support production incidents and major incident investigations.
•    Coordinate with development, integration, database, cloud, and external teams.
•    Create and manage incidents and service requests through Jira/ServiceNow.
•    Document troubleshooting findings and escalation details.
•    Maintain application support runbooks and known-error documentation.
•    Perform business transaction validation after incident recovery.
•    Support root-cause analysis and problem-management activities.

•    Bachelor's degree in Computer Science, Software Engineering, IT, or equivalent.
•    Experience with enterprise applications and highly integrated environments.
•    Experience with API gateways or integration platforms is advantageous.
•    Familiarity with AppDynamics, Grafana, Kibana, or similar tools.
•    ITIL Foundation preferred.

•    Application production support
•    API troubleshooting
•    REST and SOAP fundamentals
•    HTTP status/error codes
•    Integration troubleshooting
•    Log analysis
•    SQL fundamentals for investigation
•    Postman or equivalent API testing tools
•    Application configuration troubleshooting
•    Business transaction tracing
•    Jira/ServiceNow ticket management
•    Release and deployment validation
•    Incident and escalation documentation