SL2430 - Application Support Engineer

Overview

We are looking for an Application Support Engineer to provide Level 2 application support for business-critical systems, ensuring high availability, performance, and operational stability. In this role, you will work closely with development teams, Level 1 support, infrastructure teams, and business stakeholders to troubleshoot production issues, support cloud-based applications, and drive continuous service improvements.

The ideal candidate has hands-on experience in Node.js, React (Next.js/Nest.js), MSSQL, AWS Cloud, REST APIs, microservices, and IT Service Management (ITSM), with a strong passion for solving technical problems and maintaining reliable enterprise applications.

Responsibilities

• Provide Level 2 application support for production systems, resolving incidents escalated from Level 1 support within defined SLAs.
• Troubleshoot application, database, and infrastructure issues across web applications, APIs, and cloud environments.
• Perform SQL queries, data validation, and data fixes within MSSQL databases to resolve production issues.
• Support and maintain applications built using Node.js, React (Next.js/Nest.js), and RESTful APIs.
• Monitor, configure, and troubleshoot AWS services, including EC2, ECS, RDS, S3, CloudWatch, and related cloud infrastructure.
• Support applications running on Linux/Unix environments, including shell scripting for automation, log analysis, and system administration.
• Work closely with software engineers to investigate defects, perform root cause analysis, and coordinate application fixes and enhancements.
• Support microservices-based applications and containerized environments to ensure system reliability and scalability.
• Follow IT Service Management (ITSM) best practices for incident, problem, change, and release management.
• Develop and maintain technical documentation, troubleshooting guides, and operational runbooks to improve knowledge sharing.
• Participate in technology initiatives involving platform automation, cloud migration, and infrastructure modernization.
• Perform application health monitoring, proactive maintenance, and performance tuning to minimize downtime.
• Participate in after-hours support and on-call rotation when required.

Requirements

Technical Skills & Experience

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related discipline.
• Minimum 2 years of experience supporting enterprise applications in a production environment.
• Minimum 2 years of experience developing or supporting REST APIs.
• Minimum 2 years of experience with React.js frameworks such as Next.js or Nest.js.
• Minimum 3 years of experience working with microservices architecture and container technologies.
• Hands-on experience with AWS Cloud services, including EC2, ECS, S3, RDS, CloudWatch, and related services.
• Strong knowledge of Node.js application support and troubleshooting.
• Experience working with Microsoft SQL Server (MSSQL), including SQL scripting, query optimization, and data fixes.
• Familiarity with Linux/Unix environments and shell scripting.
• Understanding of IT Service Management (ITSM) processes and ITIL best practices.
• Experience using monitoring, logging, and observability tools is an advantage.

Soft Skills

• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent communication and stakeholder management skills.
• Ability to prioritize multiple production issues while meeting service level agreements.
• Self-motivated with the ability to work independently and collaboratively within cross-functional teams.
• Proactive mindset with a continuous improvement approach to application reliability and operational excellence.
• Quick learner with the ability to understand complex business applications and propose practical technical solutions.