Application Support Engineer

We at Confiz are hiring an Application Support Engineer with hands-on experience in monitoring tools, backend API troubleshooting, and incident management. Join our team to ensure seamless application performance and drive operational excellence.

Responsibilities

• Monitor applications, systems, and hardware in the processing environment for abnormal processing conditions.
• Troubleshoot technical issues with Development and Quality Assurance and assist teams with issue resolution.
• Maintain the scheduling system and procedures for the processing environment.
• Plan and execute change, problem, incidents, production processes, controls, and service requests.
• Research and resolve user problems as well as issues with software systems, operations processing, and assigned processing environments.
• Use tools and resources effectively to solve system problems.
• Utilize manuals, write-ups, and other tools to aid problem-solving and contribute to the body of knowledge.
• Follow escalation procedures to resolve processing and user problems timely and meet service levels and other standards.
• Provide subject matter expertise in application and infrastructure support, including incident, change, problem management, controls, monitoring, ITIL framework, knowledge management systems, contract metrics and SLAs, Remedy, ServiceNow, and JIRA.
• Identify and use tools, technology, or processes to improve processing environment or efficiency.
• Maintain operations support disaster recovery/business continuity plans for assigned environments.
• Coordinate and conduct disaster recovery testing, document results, and note modifications for future testing.

• Bachelor's or Master's degree in Computer Science or related field with 3-5 years of experience.
• Experience working in a technical support role is required.
• Hands-on experience with Azure Application Insights for log analysis and troubleshooting.
• Good understanding of backend APIs including request/response journeys performed at front end.
• Hands-on experience testing backend APIs.
• Skilled in writing and optimizing SQL queries to extract relevant telemetry data.
• Strong experience in monitoring tools like New Relic, Splunk, or Grafana.
• Ability to create, modify, and interpret dashboards and alerts based on application health and performance.
• Capable of identifying and analyzing application issues based on logs and metrics.
• Take ownership of P1 and P2 incidents, ensuring timely resolution and communication.
• Proactively escalate issues to L3 engineers or developers when required.
• Understand and perform Root Cause Analysis (RCA) for incidents.
• Conduct impact analysis to evaluate scope and user impact of an issue.
• Work well in a team environment and collaborate effectively with cross-functional teams.
• Follow through on post-incident actions and ensure continuous improvement in monitoring and support processes.