Manage and resolve application and infrastructure issues in customer-hosted environments
Troubleshoot reported issues and collaborate with internal teams
Triage, prioritize, and resolve customer-reported issues in a timely manner
Follow established runbooks to efficiently resolve known issues
Conduct thorough troubleshooting for unfamiliar or complex issues, minimizing downtime
Collect diagnostic details and relevant logs, escalating advanced or complex issues appropriately
Provide clear, consistent, and timely updates to customers to ensure transparency and build trust
Collaborate closely with customers, developers, and site reliability engineers to resolve technical problems
Participate in a 24x7 on-call rotation, responding swiftly to urgent incidents affecting mission-critical applications

Bachelor’s degree in Computer Science or a related field, or equivalent combination of education and experience required
Minimum of two (2) years of experience in an application support role required
Hands-on experience with incident tracking and collaboration tools such as Jira, Confluence, or similar Atlassian software
Experience supporting and troubleshooting hosted applications in a production environment required
Experience in the digital banking/financial technology (FinTech) industry preferred

Application Support Engineer

Key skills