Application Support Engineer
Core
Technical resource for customers and internal stakeholders handling incidents, service requests, and ITSM processes.
Role type
Application Support Engineer (L1/L2 escalation lead)
Builds
Service stability and customer satisfaction for B2B/SaaS applications
Domain
IT Operations / Application Support
Deliverable
dashboards & analysis
Required skills
SQL (read/write), ITIL 4 concepts, Incident/Request/Knowledge management, Troubleshooting, SLA/OLA adherence, Data validation
Preferred skills
Financial services experience, Regulated environment support
Technologies
SQL, ITSM tools, Application health dashboards
Responsibilities
Act as final escalation point for complex incidents; Lead troubleshooting using logs, configuration checks, and database queries; Handle advanced service requests (data extracts, configuration changes); Mentor L1/L2 engineers; Create and maintain knowledge articles and SOPs; Perform pre/post-change checks and assist with UAT; Participate in Major Incident calls and Business Continuity drills.
Seniority
Mid-level, hands-on IC with mentorship responsibilities