Application Support Engineer

Espire Infolabs (Singapore) Pte Ltd; Região Norte; Presencial; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

Espire Infolabs (Singapore) Pte Ltd in Brazil, Região Norte, seeks an Application Support Level 2 specialist for incident resolution, performance tuning, and reliable operation of critical applications.

You will work with Level 1, development teams, and IT stakeholders, using Node.js, MSSQL, UNIX/Linux, Cloud AWS services, and ITSM processes to minimize downtime and ensure service levels, including on-call coverage as needed.

Qualificações

• Minimum 2 years of experience with REST API services.
• Minimum 2 years of experience with React frameworks such as Next.js or Nest.js.
• Minimum 3 years of experience with microservices, containers, and orchestration.
• Working experience with AWS Cloud services.
• Minimum 2 years of experience in application support with MSSQL.
• Knowledge of IT Service Management frameworks like ITIL.

Responsabilidades

• Provide second-level technical support for escalated incidents from Level 1.
• Analyze and troubleshoot MSSQL databases and perform data fixes.
• Administer applications on EC2 and perform shell scripting for automation.
• Configure and monitor AWS services (EC2, RDS, S3) for hosting and storage.
• Collaborate with development teams to implement code changes or improvements.
• Adhere to ITSM processes (incident, problem, change) and document procedures.
• Participate in on-call rotation and handle urgent requests outside business hours.

Conhecimentos

REST API

React

Microservices

AWS Cloud

ITSM ITIL

Ferramentas

Next.js

Nest.js

Docker

EC2

RDS

Descrição da oferta de emprego

The Application Engineer performs Level 2 with expertise in Node.js, MSSQL, Windows systems, Cloud AWS services (EC2, ECS, S3, RDS, Cloudwatch etc.), and IT Service Management (ITSM). As a member of the team, you will play a crucial role in ensuring the availability, performance, and stability of critical applications across the organization.

As an Application Support Level 2 specialist, your primary purpose is to ensure the reliable operation and optimal performance of critical applications essential to our organization's success.

Collaborate closely with Level 1 support, development teams, and other IT stakeholders to address escalated technical issues efficiently. By leveraging your expertise in Node.js, MSSQL, UNIX/Linux, Cloud AWS, and IT Service Management (ITSM), you will play a crucial role in resolving incidents promptly, maintaining service levels, and minimizing downtime.

Documentation of processes and troubleshooting steps will facilitate knowledge sharing, contributing to continuous improvement and ensuring seamless business operations.

Nature of Work

Provide second-level technical support for applications, handling escalated incidents from Level 1 support and ensuring timely resolution within defined SLAs.

Utilize SQL queries to analyze and troubleshoot issues in MSSQL databases performing data fixes and optimizations as necessary.

Administer and support applications running on EC2 environments, including shell scripting (e.g., Bash) for automation tasks, log analysis, and system monitoring.

Configure, monitor, and troubleshoot Cloud AWS services (e.g., EC2, RDS, S3) used for application hosting, storage, and integration.

Collaborate closely with development teams to collaborate and resolve issues requiring code changes or enhancements.

Implement and adhere to IT Service Management (ITSM) processes such as incident, problem, and change management.

Document support processes, procedures, and troubleshooting steps to ensure knowledge sharing and training of Level 1 support teams.

Participate in on-call rotation and handle urgent support requests outside regular business hours when necessary.

Problem Solving

Accountable for solving problems and dealing with difficulties in line with policy, process and other guidelines applying technical knowledge and expertise

Depending on the nature of the specific role, problems can range from repetitive daily issues to complex technical problems requiring significant expertise

Escalate problems according to guidelines

Provide technical solutions for deficiencies in process, application configuration and operational procedures.

Resource Complexity

Accountable for prioritizing own use of time to deliver the workload expected of the role while working within policy and guidelines and applying technical knowledge

Understand and proactively involve in programs related to Tech Upgrade, Platform Automation and Cloud Migration program.

Ensure that delivery is sufficiently well designed to mitigate the risks posed by the changes

Ensure compliance with all applicable laws and regulations relating to the above functional activities.

Experience

Minimum 2 years of working experience with Rest API services

Minimum 2 years of working experience with React frameworks such as (Next/Nest.js)

Minimum 3 years of working experience with microservices framework and containers

Working experience with AWS Cloud

Minimum 2 years of experience in application support, with a strong command of React.js, MSSQL database.

Solid understanding of Cloud AWS services and their application in a business environment, with hands‑on experience in configuration and troubleshooting.

Knowledge of IT Service Management (ITSM) frameworks and practices, such as ITIL.

Capability

Ability to pick up knowledge of the application

Strong interpersonal and facilitation skills along with effective communication (both written and verbal) skills

Proactive to propose innovative solutions or alternative approaches to difficult issues