Application Support Engineer

Job description

**Infinite pl** is a digital-led tech firm driven to become a digital logistics pioneer by harnessing the power of people, data, and platforms. We are enabled through in-house, external, network, and investment capabilities that we utilize to orchestrate and build innovative platforms tackling complex problems within logistics and adjacent sectors. **Infinite pl**’s mission is nothing short of a logistics revolution! We're here to enrich the experiences of governments, businesses, and residents around the world through cutting-edge digital solutions. **We're not just players; we're game-changers.** ### Role Overview: We are looking for an **Application Support Engineer** to provide Level 2 operational support for production applications, APIs, integrations, and business transactions, ensuring incidents are quickly identified, investigated, resolved, or escalated. The role is primarily operational and hands-on, with a focus on production availability, incident handling, proactive detection, SLA adherence, operational stability, and reduction of recurring incidents. ### Key Responsibilities: • Monitor production applications and critical business transactions. • Investigate application errors, API failures, and integration issues. • Analyze application logs and error codes to determine incident cause. • Validate end-to-end transaction flows across integrated systems. • Troubleshoot REST/SOAP APIs and application integrations. • Perform configuration checks and identify configuration-related issues. • Validate production services following deployments or infrastructure changes. • Conduct release-impact assessments from an operational perspective. • Support production incidents and major incident investigations. • Coordinate with development, integration, database, cloud, and external teams. • Create and manage incidents and service requests through Jira/ServiceNow. • Document troubleshooting findings and escalation details. • Maintain application support runbooks and known-error documentation. • Perform business transaction validation after incident recovery. • Support root-cause analysis and problem-management activities. ### Preferred Qualifications: • Bachelor's degree in Computer Science, Software Engineering, IT, or equivalent. • Experience with enterprise applications and highly integrated environments. • Experience with API gateways or integration platforms is advantageous. • Familiarity with AppDynamics, Grafana, Kibana, or similar tools. • ITIL Foundation preferred. ### Required Technical / Professional Skills: • Application production support • API troubleshooting • REST and SOAP fundamentals • HTTP status/error codes • Integration troubleshooting • Log analysis • SQL fundamentals for investigation • Postman or equivalent API testing tools • Application configuration troubleshooting • Business transaction tracing • Jira/ServiceNow ticket management • Release and deployment validation • Incident and escalation documentation