Application Support Engineer(Developer Background)

Job Description Roles & Responsibilities Take ownership of production issues across our platforms, including extended-hours and on-call coverage on a rotation. Investigate issues across partners, from first symptom toward root cause. Search and analyse production logs, cutting through noise to isolate the relevant events. Read and navigate existing codebases to diagnose logic-level issues — such as concurrency, data-consistency, or integration bugs — and propose or implement targeted, well-tested fixes in collaboration with Engineering. Resolve within your scope — including small, well-tested code-level fixes where appropriate — and escalate to the Support Lead with full evidence when a change is architecturally significant or the root cause is unclear. Triage and manage tickets in Jira, keeping issues moving, chasing owners, and keeping stakeholders informed. Write clear bug and change tickets and RCA/postmortem documentation, covering observed behaviour, evidence, suspected root cause, and references, so escalated issues arrive well-documented. Monitor platform and transaction health and flag anomalies (timeouts, retries, duplicate disbursements, velocity-control rejections) before they escalate. Communicate findings clearly to technical and non-technical audiences, without overstating what the evidence supports. Desired Candidate Profile Must have 6+ years prior experience in technical issue resolution in a fast-paced global support team. 3+ years of hands-on software development experience (Java, Python, or similar) — either before transitioning into support/operations, or alongside it — with real exposure to the SDLC: writing, testing, and shipping code, not just reading about it. Comfortable reading an unfamiliar codebase, diagnosing a logic-level bug (e.g. a concurrency or data-consistency issue), and implementing a small, safe fix under guidance — this role does not involve building new features, but it does involve adjusting existing code. Strong understanding of APIs and experience using Postman (or equivalent tools) for endpoint inspection and testing. Proficient in SQL for querying and validating data across multiple databases (MariaDB, PostgreSQL, or similar). General familiarity with web applications, microservices, and RESTful architectures. Comfortable working with logs, monitoring tools, and error tracking systems. Analytical mindset and strong troubleshooting skills; able to isolate problems quickly and propose next steps. Excellent communication skills with excellent written and verbal English to collaborate effectively with both Customer Support (non-technical) and Engineering (technical) teams. Experience writing RCA/postmortem documentation and communicating incident status to both technical and non-technical stakeholders. A structured, evidence-first troubleshooting mindset that verifies across sources before declaring a root cause. Sound escalation judgment; knows what to resolve and what to hand up. Nice to have Prior experience as a Software / Backend Engineer before moving into a support, SRE, or production-operations role. Understanding of REST APIs, distributed systems, databases, and developer tools. Familiarity with SQL, Postman, Kibana, Jira, and Confluence. Comfortable with git-based workflows (branching, pull requests, code review) for small fixes. Employment Type Full-time Company Industry IT - Software Services Department / Functional Area IT Software Keywords Application SupportProduct Support EngineerJavaPythonProduction SuportRCAREST APIDebuggingSQLIncident ManagementKibanaL2 Support / L3 SupportPostmanApplication Support Engineering Get real-time job updates only on our App