Application Support Engineer – Tier 2 Troubleshooter

Hirebridge; Derry/Londonderry; On-site; GBP 28,000 - 38,000; Full time

Job summary

Confirm is seeking a skilled Tier 2 Support Engineer to triage and resolve complex issues across its applications and platform backend. You will work with Development, Cloud Infrastructure and Support teams to diagnose problems, implement fixes, and keep clients informed throughout the process.

You’ll contribute to knowledge sharing, document findings, and support automation initiatives to improve response times and service quality.

Qualifications

• Experience with ticketing/case management systems (e.g., JIRA) and clear customer communications.
• Technical familiarity with web technologies (HTML, CSS, JavaScript) and related tooling.
• Ability to reproduce faults, perform root-cause analysis and track issues till resolution.
• Strong customer service focus and willingness to go the extra mile for clients.
• Ability to document knowledge and provide internal demos for teams.
• Willingness to support automation and continuous improvement initiatives.

Responsibilities

• Provide multi-level troubleshooting and technical support to clients to resolve product and hosting issues with speed and accuracy.
• Responsible for fault reproduction and troubleshooting, root cause analysis, bug tracking and issue resolution.
• Work closely with Customer Support, Development and Infrastructure to improve resolution time and quality.
• Deliver a positive experience by proactively tracking all tier 2 cases through the case lifecycle and ensuring clear communication between all stakeholders.
• Share and improve knowledge across all support tiers by creating technical documentation and giving internal demos.
• Support the automation first and continuous improvement strategy of the team and related duties as required.

Skills

Case management

Technical competency

Service orientation

Analytical thinking

Clear communication

Organisation

Adaptability

Relationship building

Education

Bachelor's degree in Computer Science/IT

Tools

Confluence

JIRA

Git

Job description

Confirm is seeking a skilled Tier 2 Support Engineer to triage and resolve complex issues across its applications and platform backend. You will work with Development, Cloud Infrastructure and Support teams to diagnose problems, implement fixes, and keep clients informed throughout the process.

You’ll contribute to knowledge sharing, document findings, and support automation initiatives to improve response times and service quality.