Senior Application Support Engineer

Job Description

As a Senior Application Support Engineer, you will serve as the senior technical resource for Level 2 support. You will handle the most complex incidents and service requests escalated from L1/L2, mentor junior team members, and ensure adherence to ITSM processes. This role is ideal for individuals seeking a career progression, offering exposure to application internals, environments, and development practices.

Your contribution

Incident Management
▪ Act as the final escalation point within Tier 1 for complex incidents.
▪ Lead troubleshooting using logs, configuration checks, and database queries.
▪ Participate in Major Incident calls as Tier 1 technical lead.
▪ Own incidents from logging to closure with accurate categorisation, prioritisation, and impact assessment for self and others in the team.
▪ Ensure First Response Time service level agreement (SLA) is always met
▪ Coordinate and perform first-line diagnostics (password resets, UI checks, configuration reviews, basic proactive checks/monitoring and others).
▪ Apply standard operating procedures (SOPs) and known fixes to restore service or escalate to your supervisor, direct reporting line, L2 or L3 as per SOPs and SLAs.
▪ Provide clear, timely updates and ETAs on all incidents.

Service Request Fulfilment
▪ Handle advanced service requests (data extracts, configuration changes, secure access).
▪ Meet request SLAs.
▪ Validate requests for compliance and accuracy.
▪ Support Team Leader on reporting

Problem Management
▪ Identify recurring incidents, raise problem records with evidence, and provide replication steps and timelines to assist RCAs.
▪ Support Problem Manager to create and review RCAs.
▪ Collaborate with L2 and L3 engineers to ensure RCAs are complete.

Knowledge Management
▪ Mentor L1/L2 engineers.
▪ Drive continuous improvement in L1/L2 processes.
▪ Create, review and maintain knowledge articles, standard operating procedures and FAQs.
▪ Convert frequent issues into definitive knowledge-based solutions and flag product/documentation gaps.

Proactive Monitoring, Support & Reporting
▪ Review and interpret application health dashboards.
▪ Assist in refining alert thresholds.

Change and Release Support (operational readiness)
▪ Perform pre/post-change checks, confirm service health, and ensure accurate customer comms.
▪ Assist with User Acceptance Tests and report anomalies to Product Owner
  
Information Security & Compliance
▪ Complete Information Security, GDPR and Data Protection trainings when required.
▪ Handle customer data securely and secure data handling.
▪ Escalate suspected security incidents immediately and adhere to frameworks such as ISO 27001 and GDPR.
Service Continuity and Major Incident Support:
▪ Participate in war rooms to resolve major incidents and business continuity activities
▪ Contribute to Post Incident Reviews with timelines, customer feedback, and knowledge updates.

Continuous Improvement
▪ Propose process/product improvements that reduce ticket volume, improve First Time Response/Resolution, and enhance customer satisfaction.

What makes you stand out

▪ 3–5 years in Level 1/2 Application/Product Support (B2B/SaaS preferred).
▪ Degree or Masters in Information Technology or any relevant field
▪ Strong troubleshooting skills.
▪ Solid grasp of ITIL 4 concepts: Incident, Request, Knowledge; awareness of Problem and Change; confident working to SLAs/OLAs.
▪ Strong knowledge of SQL is required for read/write queries and data validation.
▪ Experience operating in or supporting regulated environments (financial services advantageous).