Application Support Engineer
hace 2 días
Cardiff
Job Title: 2nd Line Application Support Engineer Location: Cardiff office | Hybrid (2 days per week in office / 3 days per week remote) Type: Permanent | Full-Time Salary: £40,000 - £45,000 per annum (negotiable depending on depth of experience) plus great benefits package Role Overview: As a 2nd Line Application Support Engineer, you will act as a technical escalation point for complex customer and internal issues raised. Working closely with the 1st line support, engineering, product and operational teams, you’ll be instrumental in diagnosing and resolving application-related incidents and problems while maintaining high levels of customer satisfaction. Key Responsibilities: • Respond to and resolve tickets escalated from 1st line support within agreed SLAs., • Investigate and troubleshoot complex application and platform issues, • Liaise with development and DevOps teams to diagnose bugs, performance bottlenecks, and configuration issues., • Provide workarounds or fixes and assist in root cause analysis and problem management., • Maintain and contribute to internal knowledge bases and support documentation., • Support release processes, including smoke testing, deployment verification, and post-release monitoring., • Participate in incident management processes, including contributing to post-mortem reviews and service improvement plans., • Provide guidance and mentoring to 1st line support staff when necessary., • Provide ticket trend tracking and internal technical documentation Skills and Experience: Essential: • Proven experience in a 2nd line (or similar) application support role within a SaaS environment., • Strong troubleshooting skills across web and mobile applications and APIs., • Good understanding of cloud-based platforms, particularly Microsoft Azure (App Services, Azure SQL, Storage, etc.)., • Experience using Freshdesk (or similar ticketing systems) in a structured support environment., • Familiarity with log analysis tools and techniques (e.g., Azure Monitor, Application Insights, Log Analytics)., • Comfortable working with REST APIs, JSON, and common web technologies., • Excellent communication and customer service skills with the ability to explain technical issues clearly. Desirable: • Exposure to CI/CD pipelines and deployment workflows., • C# Development Experience, • Basic knowledge of SQL and scripting for diagnostics and reporting., • Familiarity with agile methodologies and tools like Jira, Confluence, or equivalent., • Experience with monitoring tools and alerting systems., • ITIL Foundation or similar service management certification. Please apply within or contact Ash from Greystone Consulting Group to discuss further. Telephone: 02921 880 588 Email: