Application Support Analyst – L2 Technical Support Engineer

• Monitor applications, systems and alerts for potential issues and service disruptions
• Investigate, troubleshoot and resolve application and system incidents
• Lead or support P1 and other high-priority incidents
• Analyse application logs, system behaviour and error messages to identify root causes
• Collaborate with engineering and specialist teams to resolve complex issues and restore services
• Troubleshoot Linux-based systems, web applications, databases and cloud environments
• Use SQL and log analysis to investigate application behaviour, data issues and system errors
• Use monitoring, IT service management and remote monitoring tools to track incidents
• Follow incident, problem and change management processes
• Provide stakeholders with timely updates on incident progress, impact and resolution
• Maintain incident records, technical documentation and troubleshooting procedures
• Contribute to root cause analysis, incident reviews and service improvement initiatives
• Ensure clear shift handovers and continuity of support within a 24/7 operation
• Handle incidents and service requests in line with SLAs
• Support operational readiness and service continuity through system monitoring
• Participate in training, product familiarisation and knowledge-sharing activities

• Experience in application support, technical support, production support or a similar IT support role
• Practical experience supporting Linux environments and troubleshooting web applications
• Working knowledge of AWS and cloud-based environments
• Experience using SQL to investigate application or data-related issues
• Ability to analyse complex logs, system alerts and error messages
• Understanding of monitoring tools, IT service management systems and incident management processes
• Experience troubleshooting on-premises, cloud or hybrid environments
• Ability to handle incidents according to priority, including critical incidents and appropriate escalation
• Strong analytical and problem-solving skills
• Clear written and verbal English communication skills
• Familiarity with Agile and DevOps ways of working
• Willingness to work in a 24/7 support operation and required shift schedule
• Experience providing out-of-hours, overnight or shift-based technical support
• Experience supporting production workloads in AWS or other cloud environments
• Exposure to business-critical, high-availability or regulated systems
• Knowledge of networking fundamentals and infrastructure troubleshooting
• Experience contributing to root cause analysis, post-incident reviews and service improvement initiatives

• Remote / Home-Based
• 4 days on / 4 days off schedule
• Structured training and onboarding
• Training, technical workshops, product familiarisation, and knowledge-sharing activities
• Occasional participation in client activities