L3 Application Support Engineer

TL;DR

L3 Application Support Engineer: Providing high-level technical customer service and troubleshooting for a high-traffic SaaS payments platform with an accent on payment processing, production issue resolution, and collaboration with engineering teams. Focus on analyzing logs, using observability tools, and ensuring payment capture and refund processes work reliably.

Location: Fully Remote (to GMT +2), Dublin, Ireland

Company

hirify.global powers salon management software used by thousands of salons worldwide, focusing on payments and customer experience in the beauty industry.

What you will do

• Deliver high-standard technical customer service and build strong customer relationships
• Troubleshoot production issues, perform root cause analysis, and use advanced monitoring tools
• Collaborate daily with software engineers and product managers in agile teams
• Investigate payment capture issues to ensure accurate fund processing
• Escalate issues appropriately to product and development teams
• Create and maintain clear knowledge base articles

Requirements

• Location: Fully remote to GMT +2 timezone, based in or near Ireland preferred
• Experience in application support for high-traffic web/cloud systems or related technical roles
• Knowledge of relational databases such as MySQL and Oracle
• Experience with REST APIs and JSON data formats
• Ability to analyze application and database logs and use observability tools
• Strong collaboration and communication skills with cross-disciplinary teams
• Basic programming fundamentals and growth mindset

Nice to have

• Knowledge of card payment processing fundamentals
• Experience with ecommerce and checkout processing
• Familiarity with SaaS logging/reporting platforms and AWS infrastructure
• Working knowledge of Java and frontend technologies (HTML, JavaScript, Ember, React Native)

Culture & Benefits

• Private healthcare, wellness days, employee assistance, and free online GP service
• Competitive compensation, employee share purchase scheme, pension, life assurance
• Bike to work scheme and tax saver transport tickets
• Support for women with fertility, pregnancy loss, and menopause leave
• Enhanced maternity and paternity benefits
• Learning environment with development programs and access to online resources
• Flexible work arrangements including fully remote and flexi-time