Application Support Engineer

This position is with an award-winning fintech firm seeking an Application Support Engineer. In this role, you will be responsible for ensuring the reliability, stability, and performance of the organization's applications. Your duties will include monitoring application health, troubleshooting issues, and working collaboratively with cross-functional teams to optimize system performance and maintain seamless application functionality.

Responsibiltiies:

• Conducting in-depth analysis and problem-solving to resolve technical issues reported by clients.
• Ensuring compliance with client-specific Service Level Agreements (SLAs) for timely resolution.
• Providing regular updates on ticket status and issue resolution progress.
• Collaborating with cross-functional teams to gather feedback and identify opportunities for improving the user experience.
• Contributing to the creation and upkeep of user guides, application manuals, and technical documentation.

Requirments:

• Over 2 years of experience in technical support, system administration, or a related technical field
• Demonstrated expertise in troubleshooting and resolving complex technical issues
• Strong written and verbal communication skills for effective collaboration with internal teams and external clients
• Proficient in managing and tracking service requests through platforms such as Jira, ServiceNow, or FreshService
• Experienced in creating and maintaining technical documentation using tools like Confluence
• Solid understanding of database technologies such as PostgreSQL, SQL Server, or Sybase
• Ability to interpret and analyze log data, including JSON payloads and logs from tools like Splunk or Sidekiq
• Proven track record in supporting SaaS platforms and managing secure file transfer protocols (SFTP)
• Knowledge of application monitoring tools such as Honeybadger
• Familiarity with cloud services, particularly Amazon S3 and other storage solutions