Application Support Analyst – L2 Technical Support Engineer
Posted 10 days ago
You'll complete your application on Buddle's career site.
About the Role
We are recruiting a seasoned Application Support Analyst to function as a L2 Technical Support Engineer. Your primary focus involves overseeing system and application performance to guarantee maximum availability while managing incident investigation and service recovery. You will serve as a vital technical subject matter expert, working alongside engineering and specialized groups to uphold system integrity and expedite service restoration. This position is vital for a round-the-clock operational environment that demands high levels of accuracy. You will handle the upkeep of technical manuals, assist in conducting root cause assessments, and engage in initiatives designed to improve long-term service stability. This role is remote and centers on providing technical support for production environments and essential business systems on a global scale.
Requirements
- Extensive background in production, technical, or application support environments.
- Practical proficiency with AWS and cloud-based architecture.
- Direct experience troubleshooting web applications and Linux operating systems.
- Capability to use SQL for log examination and data querying.
- Strong investigative and problem-solving abilities, with the talent to decipher intricate system alerts.
- Knowledge of IT service management standards, networking concepts, and incident handling procedures.
- Experience working with high-availability or regulated systems within an Agile or DevOps setting.
- Advanced proficiency in English for both written and verbal communication.
- Flexibility and readiness to support a 24/7 rotational shift schedule.
Responsibilities
- Monitor software and infrastructure to detect performance degradation or service interruptions.
- Direct the troubleshooting and remediation of system and application incidents, including serving as the lead during critical P1 outages.
- Conduct thorough root cause evaluations by examining error reports, system activity, and application logs.
- Partner with engineering departments to overcome complicated technical hurdles while documenting all incidents, repair steps, and technical knowledge.
- Use IT service management and monitoring software to track service tickets, maintain shift handovers, and meet defined SLAs.
- Engage in ongoing training and product education to maintain operational readiness and standards of excellence.
Benefits & Perks
- This is a fully remote, work-from-home position.
- The role operates on a consistent 4-days-on, 4-days-off roster.
- Access to a detailed onboarding program, recurring technical training sessions, and product knowledge seminars to support professional growth.
- Potential involvement in intermittent client-facing events.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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