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