Application Support Engineer (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Application Support Engineer (SaaS): Providing high-level technical support for an AI-native employee experience platform with an accent on incident management, log analysis, and root-cause investigation. Focus on restoring service for enterprise clients, collaborating with engineering teams to resolve code-level issues, and optimizing system reliability.
Location: Hybrid (Lower Eashing, United Kingdom)
Company
provides an AI-native employee experience platform designed to help large enterprises remove friction and accelerate productivity.
What you will do
- Own customer-impacting incidents end-to-end, from triage and investigation to resolution and closure within SLAs.
- Analyze application logs, traces, and metrics to reproduce issues and provide technical evidence.
- Partner with Product and Engineering teams to accelerate fixes for complex code-level problems.
- Maintain detailed incident records in ServiceNow, including timelines and troubleshooting steps.
- Contribute to post-incident reviews, root-cause analysis (RCA), and internal knowledge bases.
- Participate in weekday shift rotations and global handovers to ensure continuous coverage across regions.
Requirements
- BSc degree in IT or equivalent professional experience.
- Proven experience as an L2/L3 Support Engineer for cloud SaaS products.
- Ability to read and understand ASP.NET, MVC, and REST APIs to identify root causes.
- Proficiency with SQL, REST, HTTP, and tools like Postman or JMeter.
- Experience with Azure services or other major cloud platforms.
- Strong verbal and written communication skills in English.
Nice to have
- Familiarity with AI agents such as Copilot or Claude.
- Experience with ServiceNow or similar ticketing systems.
- Interest in learning DevOps skills for complex cloud applications.
Culture & Benefits
- Hybrid work model with a focus on sustainable work-life balance.
- Generous benefits including 25 days holiday plus a paid birthday off.
- Comprehensive health, sight, hearing, and dental cover via Vitality.
- Aviva pension scheme and life assurance.
- Dog-friendly modern office spaces with well-stocked kitchens.
- Commitment to sustainability, including volunteering days and EV leasing options.
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