Application Support Specialist

Job Title: Level 2 (L2) — Application Support Specialist (Technical Support)Location: Remote / South AfricaAvailability: 24x7x365 via structured on-call rotation (1 week on / 1 week off)Reports to: Support Lead / Service Delivery ManagerRole Overview:As a Level 2 Application Support Specialist your focus will be on application and integration troubleshooting, API analysis, log investigation, and root cause documentation. You’ll work closely with L3/development teams, providing detailed replication steps, error artefacts, and interim solutions where possible.Documentation and replication will be a key component of the L2 specialist and while scope will not be limited to just application alone; your key tasks will include monitoring environmental health, configuration, updates, creating and maintaining IT ops document repositories.You’ll also play a critical role in triaging issues, gathering additional information, clearly documenting investigation fi ndings, applying interim solutions, and escalating valid code-level issues to L3 with full documentation and artefacts.Key Responsibilities:CategoryL2 ActivitiesRoot Cause Investigation (RCA) & Documentation? Perform root cause analysis (RCA) for recurring or complex issues.? Create and maintain technical documentation, SOPs, and Known Error Database (KEDB).? Provide detailed escalation reports to L3/dev teams, including error logs, API traces, and suspected root causes..Incident Analysis & Troubleshooting? Investigate app and PWA issues escalated from L1 by analyzing API request/response payloads (REST, SOAP, XML, JSON). Use tools like Postman and Swagger to 1 replicate issues and validate endpoints. Work with AWS CloudWatch and DynamoDB to search logs, query data, and identify anomalies.? Reproduce bugs in test environments and provide replication steps for L3.? Validate third-party integrations (e.g., SMS, OTP, CRM, payments, vouchers)Configuration & Support OpsApply non-code fi xes such as updating confi guration entries, feature fl ags, or access settings.? Proactively monitor app health, middleware services, and integration endpoints.? Participate in the helpdesk process, ensuring all issues are tracked, categorized, and resolved within SLA.Database QueriesRun read-only queries to check transactions, balances, profiles, or session records.Integration TestingValidate functionality involving external systems (e.g., SMS, OTP, CRM, payments).Interim WorkaroundsApply short-term fixes while awaiting code-level resolution.Incident ResolutionResolve technical issues not requiring code changes or deployments.Escalation to L3Raise detailed tickets with logs, replication steps, and suspected root cause.Skills & Qualifications:? 3+ years in application support or technical support roles.? Moderate understanding of incident management at level 2 leading to level 3.? Strong understanding of APIs and integration flows (REST, SOAP, JSON, XML).? Hands-on experience with Postman, Swagger, and API gateways.? Familiarity with AWS (CloudWatch, DynamoDB, Lambda, S3, etc.).? Ability to search logs, analyze error patterns, and run SQL/read-only queries.? Clear communicator, able to document findings and bridge gaps between L1 & L3 teams.? Experience in ITIL or enterprise support environments is an advantage.? Bonus: Exposure to React Native, ASP.Net, or other dev frameworks. 2Tools:? Postman, Swagger (API testing & validation)? AWS (CloudWatch, DynamoDB, Lambda, S3)? SQL Server / Dynamo queries Crashlytics, API monitoring tools? Freshdesk/Jira or other ticketing systemsAvailability:? Required to participate in a 24x7x365 on-call rotation.? Responses according to client SLA packages for incidents during on-call duty.