Scope
- We are looking for an experienced L3 Application Support Engineer with strong full stack technical knowledge and hands-on experience in debugging, troubleshooting, and supporting enterprise applications.
- This is not a pure development role. The candidate will primarily work on application support, production issue analysis, root cause identification, incident resolution, performance troubleshooting, and coordination with development, QA, DevOps, infrastructure, and business teams. The role requires strong understanding of application architecture, APIs, databases, logs, integrations, and code-level debugging to resolve complex production issues.
What you'll do
Act as the L3 technical support point for complex application issues, production incidents, escalations, and recurring problems.
- Analyse, troubleshoot, and resolve issues across frontend, server-side components, APIs, integrations, databases, and application workflows.
- Perform deep-dive debugging using application logs, database queries, API traces, monitoring tools, and code analysis.
- Identify root cause of incidents and implement or coordinate long-term fixes to prevent recurrence.
- Work closely with development teams to analyse defects, review code-level issues, validate fixes, and support production deployments.
- Support application releases, hotfixes, patches, configuration changes, and production validation activities.
- Investigate performance issues related to application response time, database queries, API latency, integration failures, and system errors.
- Collaborate with QA, DevOps, infrastructure, cloud, security, and business teams for end-to-end issue resolution.
- Understand application functionality, business workflows, and technical dependencies to provide effective production support.
- Create and maintain SOPs, runbooks, troubleshooting guides, RCA documents, and knowledge base articles.
- Monitor production systems, alerts, job failures, logs, and application health dashboards.
- Support incident, problem, and change management processes as per ITIL practices.
- Provide technical guidance to L1 and L2 support teams for issue triage, troubleshooting, and escalation handling.
- Participate in support improvement initiatives, automation opportunities, and operational stability improvements.
- Support business-critical issues during off-hours, weekends, or planned deployment windows when required.
What we are looking for
Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.
- 5-10 years of experience in application support, production support, technical support, or software development support roles.
- Strong experience in L3 application support with the ability to troubleshoot complex production issues independently.
- Good full stack technical understanding across frontend, server-side application components, APIs, databases, and integrations.
- Ability to read, understand, and debug application code to identify issues and support fixes.
- Hands-on experience with JavaScript, HTML, CSS, React.js, Angular, Vue.js, Node.js, Java, .NET, or similar full stack technologies.
- Strong understanding of REST APIs, microservices, application integrations, authentication, authorization, and web application architecture.
- Good experience with databases such as PostgreSQL, MySQL, MongoDB, MS SQL Server, or similar databases.
- Ability to write and analyse SQL queries for troubleshooting data issues, application errors, and performance problems.
- Experience in analysing application logs, API failures, error messages, job failures, and integration issues.
- Good understanding of monitoring, alerting, logging, incident management, problem management, and change management processes.
- Experience working with tools such as Git, Jenkins, Azure DevOps, Jira, ServiceNow, Splunk, Grafana, Kibana, Postman, or similar tools.
- Good understanding of CI/CD pipelines, deployment processes, release support, rollback, and production validation.
- Strong problem-solving skills with the ability to perform RCA and recommend permanent fixes.
- Good communication skills with the ability to coordinate with business users, development teams, QA, DevOps, infrastructure, and management stakeholders.
- Ability to work independently, take ownership of critical issues, and drive them to closure.
- Flexibility to work in rotational shifts, support deployments, handle production incidents, and work during weekends or public holidays based on business needs.
Preferred Skills
- Prior experience in L3 application support or production support for enterprise applications.
- Experience supporting web applications, workflow platforms, automation platforms, or integration-heavy applications.
- Knowledge of cloud platforms such as Azure, AWS, or GCP.
- Exposure to Docker, Kubernetes, DevOps tools, or application deployment environments.
- Experience in creating RCA reports, SOPs, support playbooks, and operational dashboards.
- Basic scripting or automation experience to improve support efficiency.
- Understanding of Agile delivery, SDLC, and release management practices
Shift / Work Expectations
- This role involves application support responsibilities and may require rotational shifts, including night shifts, depending on project needs.
- Flexibility to support production issues, planned deployments, weekend releases, and critical business activities is required.
- The candidate should be able to independently manage incidents, troubleshoot issues, coordinate with required teams, and ensure timely resolution during business and off-business hours.
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
