Job PurposeAs an Application Support Engineer, you will provide highly technical, incident-driven support for our SaaS platform-owning each incident end-to-end from initial triage through investigation, mitigation, resolution, and closure. You'll use deep product knowledge, diagnostics, log analysis, and collaboration with Product and Engineering to restore service quickly, communicate clearly with stakeholders, and drive strong incident documentation and root-cause follow-ups to prevent recurrence.
Main Responsibilities- Own customer-impacting incidents end-to-end, from detection/triage through mitigation, resolution, and closure within agreed SLAs.
- Investigate incidents using application logs, traces, and metrics; reproduce issues where possible and capture clear technical evidence.
- Maintain accurate incident records in our ticketing system (e.g., ServiceNow), including timelines, impact, troubleshooting steps, and customer/ stakeholder updates.
- Partner with Product and Engineering on complex or code-level problems, providing high-quality repro steps, logs, traces, and analysis to accelerate fixes.
- Work a weekday shift rotation and participate in global handovers to ensure continuous incident coverage across EMEA and other regions.
- Recommend safe mitigations for live issues after careful analysis and contribute to post-incident review items (RCA notes, runbooks, and knowledge updates) to prevent recurrence.
Requirements- BSc degree in IT (or equivalent experience).
- Previous experience as a L2 / L3 Support Engineer supporting cloud SaaS products.
- Familiarity with ticketing systems such as ServiceNow (or similar).
- Familiarity with platforms for specialized AI agents such as Copilot or Claude.
- Ability to understand application logs, application traces, and metrics.
- Basic understanding of REST, HTTP, and SQL; experience using tools such as browser developer tools, Postman, and JMeter.
- Basic understanding of ASP.NET, MVC, REST APIs and ability to read and understand code to identify root cause and define repro steps.
- Previous experience with Azure services is preferred; any major cloud experience is valuable.
- Available to work a weekday shift rotation and provide on-call cover during nights and weekends.
- Aptitude to learn new DevOps skills and understand the inner workings of a complex cloud application.
- Passion for problem solving-enjoying the process of understanding an issue, identifying root cause, and defining replication steps.
- Ability to think on your feet and recommend valid mitigations to live issues after careful analysis.
- Highly motivated self-starter with a positive attitude.
- Strong verbal and written communication skills in English.
