Application Support Engineer

About the role

Aryza is looking for an Application Support Engineer to join its Support structure. You will act as the technical resource for customers and internal stakeholders, handling incidents and service requests, coaching junior team members and ensuring adherence to ITSM processes. The position is permanent.

Key responsibilities

• Incident management: act as the final escalation point for complex incidents, lead troubleshooting with logs, configuration checks and database queries, take part in major incident calls and own incidents from logging to closure with accurate categorisation, prioritisation and impact assessment.
• Meet First Response Time SLAs, perform first-line diagnostics and apply SOPs and known fixes, escalating to Tier 2 or Tier 3 when needed and giving clear updates and ETAs.
• Service requests: handle advanced requests such as data extracts, configuration changes and secure access, meet request SLAs and validate them for compliance and accuracy.
• Mentor L1/L2 engineers, improve Tier 1 processes, and create, review and maintain knowledge articles, SOPs and FAQs.
• Monitor application health dashboards, refine alert thresholds, identify recurring incidents, raise problem records and support RCAs with Tier 2/3 engineers.
• Support change and release readiness with pre/post-change checks, help with user acceptance tests and report anomalies to the Product Owner.
• Complete information security, GDPR and data protection training, handle customer data securely and escalate suspected security incidents.
• Take part in business continuity and disaster recovery drills, post implementation reviews and team performance reviews, and act as backup to the Team Leader in L1 or L2.

Required profile

• 1-3 years in application or product support (B2B/SaaS preferred).
• Experience in regulated environments (financial services advantageous).
• Strong troubleshooting skills and clear communication of technical issues to non-technical audiences.
• Ability to work with Tier 2/3, Product, QA, Implementation, Delivery, Account Management and Customer Success teams.

Required skills

• Solid grasp of ITIL 4 concepts (Incident, Request, Knowledge, Problem, Change) and confidence working to SLAs/OLAs.
• Strong knowledge of SQL for read/write queries and data validation.