IT Product Support Specialist

Jobtailor; Toronto; On-site; CAD 75,000 - 110,000; Full time

Job summary

Jobtailor is seeking a skilled Level 2 Support specialist to ensure smooth operation of multi-tier applications. The role focuses on incident resolution, database management, and effective stakeholder communication across onshore/offshore teams.

The candidate will monitor system health, perform data patches, and drive improvements in processes and tooling. A strong English proficiency and ITIL awareness are important for this position.

Qualifications

• Bachelor-level degree in Computer Science or Information Technology.
• Hands-on support and development experience with MEAN stack, databases, REST/GraphQL APIs, Postman, and GitHub.
• Scripting in Python and practical Docker/Kubernetes experience.
• Experience with multi-tier Internet/Intranet apps and HTTP methods, REST, JSON, SOAP, GraphQL.
• Familiar with AI monitoring, prompt engineering, Cloud (AWS/Azure), and ITIL is a plus.

Responsibilities

• Provide Level 2 support and triage incidents for timely resolution.
• Manage databases and perform data patching to maintain integrity.
• Investigate application issues and coordinate with teams to resolve.
• Monitor health, logs, and alerts for servers and apps.
• Prepare incident reports and communicate findings and next steps.
• Develop client communications for rollouts, downtime, and training.

Skills

Level 2 Support

Database Management

Application Troubleshooting

Cloud Technologies

AI Monitoring

Prompt Engineering

English Communication

On-call Support

Education

Degree in Computer Science or Information Technology

Tools

MEAN Stack

PostgreSQL

MS SQL Server

REST APIs

JSON

GraphQL

Python Scripting

Docker

Kubernetes

HTTP Methods

Postman

GitHub

AWS API Gateway

Apigee

Datadog

Splunk

ServiceNow

JIRA

Azure

Job description

• Provide Level 2 support
• Manage databases and perform data patching
• Investigate application issues to ensure smooth operations and timely incident resolution
• Understand applications, processes, and stakeholders while maintaining relationships with online business teams
• Triage and clarify incident and service-request tickets
• Coordinate with offshore and onshore reporters, stakeholders, and IT teams
• Identify and implement technical solutions for functionality, sign-on, security access, reporting, and upgrade issues
• Monitor application and server health, logs, and alerts
• Raise and elevate support tickets and validate fixes through stakeholder testing
• Perform root cause analysis for high-priority incidents
• Prepare incident reports and communicate findings and next steps
• Provide timely stakeholder updates on tickets, deployments, outages, and change activities
• Develop client communications for rollouts, downtime, new functionality, training, and documentation
• Ensure adherence to SDLC, change-management, implementation, and support processes
• Contribute to process, application, and project improvements
• Produce service-management summary reports
• Participate in meetings, on-call coverage, and off-hours support

Requirements

• Degree in Computer Science or Information Technology
• Hands-on support and development experience with one or more of: MEAN stack, PostgreSQL, MS SQL Server, REST/JSON/GraphQL APIs, Postman/Bruno, and GitHub
• Scripting knowledge of Python
• Practical experience with Docker and/or Kubernetes
• Experience supporting multi-tier Internet/Intranet applications using common design patterns
• Strong understanding of HTTP methods, REST, JSON, SOAP, and GraphQL
• Familiarity with Apigee and AWS API Gateway
• Experience with ServiceNow, JIRA, Datadog, or Splunk
• Minimum one year of AI monitoring experience with Datadog or LangSmith
• Basic understanding of traditional and LLM AI models, including model lifecycle, bias/accuracy, and model drift
• Knowledge of prompt engineering
• Cloud technologies such as AWS and Azure
• ITIL certification is an advantage
• Excellent and effective English communication skills
• Strong debugging, troubleshooting, analytical, and design capabilities
• Availability for on-call and off-hours support, including weekends
• Flexible schedule to accommodate off-hours conference calls

Core Competencies

Demonstrates expertise in Level 2 support, database management, and application troubleshooting, with a strong focus on incident resolution and stakeholder communication. Proficient in cloud technologies and familiar with AI monitoring and prompt engineering.

Highest-signal resume keywords

• Level 2 Support
• Database Management
• Application Troubleshooting
• Cloud Technologies
• AI Monitoring

Hard Skills

• MEAN Stack
• PostgreSQL
• MS SQL Server
• REST APIs
• JSON
• GraphQL
• Python Scripting
• Docker
• Kubernetes
• HTTP Methods

Soft Skills

• Effective Communication
• Analytical Skills
• Troubleshooting Skills
• Design Capabilities

Certifications & Qualifications

• ITIL Certification

Industry Keywords

• SDLC
• Change Management
• Incident Management
• Multi-Tier Applications
• Model Lifecycle

Tools & Technologies

• ServiceNow
• JIRA
• Datadog
• Splunk
• Postman
• GitHub
• AWS API Gateway
• Apigee