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Job Description

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

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