Application Support Engineer

Job Overview

Act as software detectives, providing a dynamic service identifying and solving issues within multiple components of critical business systems.

Deep Technical Support & Root Cause Analysis

• Handle complex customer issues, going deep into root cause analysis that spans customer configuration, product bugs, and underlying infrastructure.

Proactive Reliability Improvement

• Analyse patterns of customer issues, support cases, and outage impacts to identify systemic weaknesses.
• Design and implement solutions, automation, or monitoring to prevent future occurrences (involving coding, configuration changes, or proposing architectural improvements).

Bridging Customer Impact and Engineering

• Act as a liaison between the customer-facing support teams and the core Support/Development teams.
• Translate customer pain into technical requirements and SLOs, and explain technical constraints and incident impacts back to support teams.

Improving Supportability

• Develop tools, playbooks, and dashboards to help front-line support and diagnose and resolve issues more quickly.
• Feedback into the product development lifecycle to ensure new features are designed with supportability and reliability in mind.

Customer-Centric Service Level Objectives (SLOs)

• Contribute to defining and refining