L3 Application Support Specialist

L3 APPLICATION SUPPORT SPECIALIST

RESPONSIBILITIES:

• Act as the primary escalation point from L1/L2, owning the investigation and resolution of complex application and system issues
• Perform deep-dive debugging across APIs, databases, logs, and distributed systems to identify root causes
• Work closely with Engineering and Product teams to drive issue resolution, ensuring clear problem statements and context are provided
• Support incident handling by contributing to technical investigation, impact assessment, and resolution efforts
• Conduct root cause analysis (RCA) and ensure findings are clearly documented with actionable follow-ups
• Identify recurring issues and proactively suggest long-term fixes or improvements
• Monitor application performance and analyze trends to detect potential risks or degradation
• Build scripts, tools, and automation to improve investigation efficiency and reduce manual work for L1/L2
• Maintain and improve internal documentation, investigation guides, and operational playbooks
• Manage multiple priorities effectively in a fast-paced environment while maintaining high-quality output

REQUIREMENTS:

• 3–5 years of experience in application support, backend engineering, or similar technical roles
• Strong debugging and troubleshooting skills across APIs, databases (SQL), and logs
• Experience working with backend systems and microservices architecture
• Proficiency in at least one scripting or backend language (e.g., Node.js, Python, or Go)
• Ability to analyze issues across multiple systems and identify root causes independently
• Familiarity with monitoring and observability tools (e.g., Grafana, ELK, OpenSearch) is a plus
• Strong communication skills — able to clearly explain technical findings to both technical and non-technical stakeholders
• Ability to prioritize, manage multiple issues, and work under pressure