Application Support Engineer [L2]

Role overview An Application Support Engineer at level 2 helps customers resolve technical problems with a software platform, handling a mix of first- and second-line support. The work combines direct customer troubleshooting with investigation of API and integration issues, then brings findings to engineering and product teams to improve the service.

Responsibilities - Diagnose customer-reported issues, including complex API or integration problems, and identify root causes using available tools. - Communicate clearly with technical and non-technical customers, guide them through resolutions, and meet response and resolution standards. - Coordinate with engineering and product colleagues to investigate bugs and broken features, providing useful context for fixes. - Share customer feedback and recurring issue patterns to help inform product improvements. - Maintain clear case updates, bug reports, and internal documentation across relevant communication channels. - Improve support processes and create customer-facing FAQs and troubleshooting guides; participate in an on-call rota.

Requirements - At least two years in a dedicated technical support role, with a strong understanding of software applications. - A degree in computer science or a related technical field, or equivalent practical experience. - Familiarity with SaaS environments, cloud hosting, APIs, and basic performance and scalability considerations. - Strong customer service and communication skills, including the ability to explain technical issues to varied audiences. - A curious, methodical approach to ambiguous problems, with a habit of documenting findings and learning new tools.

Nice to have - Experience supporting customers in maritime, shipping, commodities, or logistics. - Enough familiarity with CI/CD to understand how software changes reach production.

Benefits and work setup - The support team spans multiple regions and provides near-continuous coverage. The role includes participation in an on-call rotation; specific locations and hours are not stated.