Senior Application Support Engineer – Tier 2 Troubleshooter

Confirm; Derry/Londonderry; On-site; GBP 30,000 - 50,000; Full time

Job summary

Confirm is seeking a skilled Tier 2 Applications Support engineer to join our team in Northern Ireland. You will troubleshoot complex issues across Confirm's products, triage tickets and collaborate with Development, Cloud Infrastructure and Support to resolve problems quickly.

You will manage cases in Jira/Confluence, communicate clearly with clients and internal teams, and contribute to KBs and demos while supporting an automation-first improvement strategy.

Qualifications

• Experience using ticketing systems (e.g., JIRA) to manage issues and communicate across teams.
• Strong technical aptitude with ability to troubleshoot complex application issues.
• Excellent written and verbal communication for non-technical audiences.

Responsibilities

• Provide multi-level troubleshooting and technical support to clients for product and hosting issues.
• Reproduce faults, perform root-cause analysis, track bugs and ensure timely resolutions.
• Collaborate with Customer Support, Development and Infrastructure to improve resolution times.
• Create technical documentation and deliver internal demos to share knowledge.
• Support automation-first improvement initiatives and related duties as required.

Skills

Case management

Service orientation

Analytical thinking

Communication

Time management

Adaptability

Team collaboration

Education

Bachelors or higher in CS/IT

Tools

JIRA

Confluence

Git

SQL

NoSQL

Job description

Confirm is seeking a skilled Tier 2 Applications Support engineer to join our team in Northern Ireland. You will troubleshoot complex issues across Confirm's products, triage tickets and collaborate with Development, Cloud Infrastructure and Support to resolve problems quickly.

You will manage cases in Jira/Confluence, communicate clearly with clients and internal teams, and contribute to KBs and demos while supporting an automation-first improvement strategy.