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