Application Support Engineer

Job Summary

The Level 2 Application Support Engineer provides advanced technical support for enterprise applications in production. As the final escalation point in the support chain, the role involves deep investigation, troubleshooting, and resolution of application issues through code and data analysis. This position requires hands-on development skills, strong problem-solving capabilities, and collaboration across technical and business teams to ensure stable and high-quality application services.

Key Responsibilities

Incident Management

• Analyze, troubleshoot, and resolve application incidents escalated from Level 1 support.
• Perform root cause analysis (RCA) and provide immediate workarounds or permanent fixes.
• Collaborate with Domain Leads and other internal teams to resolve issues effectively.
• Provide timely updates to customers and document resolutions for future reference.
• Remain available for urgent incident resolution outside working hours when necessary.

Problem Management

• Identify recurring issues and document them as problems.
• Investigate root causes, propose and implement preventive or corrective actions.
• Ensure solutions do not cause regressions or new issues.
• Provide detailed RCA documentation and report outcomes to Problem Manager.

Change Management

• Analyze, evaluate, and implement change requests to enhance or fix existing systems.
• Convert requirements into detailed technical specifications and implement changes.
• Follow coding standards and best practices in development and testing.
• Collaborate with end users or project stakeholders for change clarification.

Customer Service

• Maintain high levels of customer satisfaction through proactive communication and issue resolution.
• Assist users with complex issues and participate in knowledge transfers and training.

Administrative Tasks

• Adhere to organizational standards (e.g., CMMI) and ensure documentation is up-to-date.
• Provide regular monitoring updates and submit required reports.
• Assist in applicant assessments and contribute to internal evaluations.

Collaboration & Teamwork

• Support fellow team members during peak workloads or project transitions.
• Participate in project planning, turnover activities, and collaborative problem-solving.
• Share expertise and provide mentorship to other developers or support engineers.

Learning & Development

• Continuously update knowledge on relevant technologies, tools, and business processes.
• Participate in technical training sessions and stay updated with industry trends.
• Contribute to the team's collective knowledge through internal workshops or mentoring.

Additional Tasks

• Support minor enhancements and backend optimizations.
• Participate in deployment and release activities.
• Document investigations and solutions for future reference.

Principal Working Relationships Internal

• Level 1–3 Support Teams
• Incident and Problem Managers
• Analyst Programmers
• QA Analysts
• Immediate Supervisor and ESSPI Team
• Project Managers and ESSPI Management

External

• Client IT Teams and Business Users
• External Consultants
• Third-party Application Providers

Qualifications

• Bachelor's Degree in IT, Computer Engineering, or related field
• Non-IT graduates with relevant experience are welcome to apply
• Minimum 3 years of experience as a Full Stack Developer
• At least 1 year in Level 2 Application Support including Incident, Problem, and Change Management
• Knowledge of business domain processes is an advantage

Technical SkillsMust-Have

• Strong proficiency in C# / .NET
• Experience with SQL Server and writing optimized queries
• Proficient in ReactJS (with Hooks and Redux)
• Familiarity with AngularJS and TypeScript
• Solid understanding of RESTful APIs
• Comfortable using Visual Studio and VS Code
• Experience with Git, Gitflow, and Azure DevOps (Repos, Pipelines)

Good-to-Have

• Exposure to Micro Frontend Architecture, Azure Functions, or
• Familiarity with Bootstrap, CSS, and frontend styling practices
• Background in unit testing with tools like Cypress and Jest
• Experience with incident management, bug tracking, and root cause analysis
• Ability to write and maintain clear, structured technical documentation

VII. Work Schedule & Conditions

• May require extended hours or shifting schedules based on project or incident needs
• Occasional travel to other sites may be required
• Hybrid setup with at least 3 days onsite per week

Job Types: Full-time, Fixed term

Contract length: 6-12 months

Benefits:

• Flexible schedule

Experience:

• Full Stack Development: 5 years (Preferred)

Work Location: In person