Application Support Engineer

Job Title: 2nd Line Application Support Engineer

Location: Cardiff office | Hybrid (2 days per week in office / 3 days per week remote)

Type: Permanent | Full-Time

Salary: £40,000 - £45,000 per annum (negotiable depending on depth of experience) plus great benefits package

Role Overview:

As a 2nd Line Application Support Engineer, you will act as a technical escalation point for complex customer and internal issues raised. Working closely with the 1st line support, engineering, product and operational teams, you’ll be instrumental in diagnosing and resolving application-related incidents and problems while maintaining high levels of customer satisfaction.

Key Responsibilities:

• Respond to and resolve tickets escalated from 1st line support within agreed SLAs.
• Investigate and troubleshoot complex application and platform issues
• Liaise with development and DevOps teams to diagnose bugs, performance bottlenecks, and configuration issues.
• Provide workarounds or fixes and assist in root cause analysis and problem management.
• Maintain and contribute to internal knowledge bases and support documentation.
• Support release processes, including smoke testing, deployment verification, and post-release monitoring.
• Participate in incident management processes, including contributing to post-mortem reviews and service improvement plans.
• Provide guidance and mentoring to 1st line support staff when necessary.
• Provide ticket trend tracking and internal technical documentation

Skills and Experience:

Essential:

• Proven experience in a 2nd line (or similar) application support role within a SaaS environment.
• Strong troubleshooting skills across web and mobile applications and APIs.
• Good understanding of cloud-based platforms, particularly Microsoft Azure (App Services, Azure SQL, Storage, etc.).
• Experience using Freshdesk (or similar ticketing systems) in a structured support environment.
• Familiarity with log analysis tools and techniques (e.g., Azure Monitor, Application Insights, Log Analytics).
• Comfortable working with REST APIs, JSON, and common web technologies.
• Excellent communication and customer service skills with the ability to explain technical issues clearly.

Desirable:

• Exposure to CI/CD pipelines and deployment workflows.
• C# Development Experience
• Basic knowledge of SQL and scripting for diagnostics and reporting.
• Familiarity with agile methodologies and tools like Jira, Confluence, or equivalent.
• Experience with monitoring tools and alerting systems.
• ITIL Foundation or similar service management certification.

Please apply within or contact Ash from Greystone Consulting Group to discuss further.

Telephone: 02921 880 588

Email: ash@greystone-consulting.co.uk