App Support Engineer Web-Based Pr

Softtek; Jesús María; On-site; MXN 360,000 - 480,000; Full time

Job summary

Softtek is seeking an Application Support Engineer (L2/L3) to provide functional and technical support for a centralized international billing platform built on .NET, React, AWS and microservices. You will manage incidents, service requests, and operational health across multiple countries.

The role requires strong debugging, root cause analysis, and collaboration with development teams to implement permanent fixes while supporting ongoing country onboarding and month-end processing.

Qualifications

• 3–5 years of experience supporting enterprise applications in production.
• Experience in incident management and operational support.
• Ability to collaborate across functional and technical teams.

Responsibilities

• Provide Level 2 and Level 3 support for the international billing platform.
• Analyze, troubleshoot, and resolve incidents and service requests within SLAs.
• Monitor application performance, transactions, and health metrics.
• Investigate data, integration, and system issues impacting operations.
• Perform root cause analysis and support permanent fixes.
• Coordinate configurations and routine maintenance activities.
• Escalate complex issues and work with development teams on fixes.
• Support releases, validation, and post-release stabilization.
• Create and maintain troubleshooting docs and SOPs.
• Assist with month-end billing cycles and onboarding new countries.

Skills

.NET

React

REST APIs & Microservices

SQL & Database

Application Monitoring

Incident & Problem Mgmt

Production Support

Job description

The Application Support Engineer (L2/L3) provides functional and technical support for a centralized international billing platform built on .NET, React, AWS, and microservices architecture. The role is responsible for incident management, service request fulfillment, operational support, troubleshooting, and problem analysis to help ensure platform stability and business continuity as the solution expands across multiple countries.

ey Responsibilities

• Provide Level 2 and Level 3 support for the international billing platform.
• Analyze, troubleshoot, and resolve application incidents and service requests within agreed service levels.
• Monitor application performance, transaction processing, and operational health.
• Investigate functional, data, integration, and system-related issues affecting business operations.
• Perform root cause analysis and support the implementation of corrective and preventive actions.
• Execute application configurations and support operational maintenance activities.
• Identify and coordinate resolution of issues related to third-party or upstream systems, including accounting data discrepancies and integration failures.
• Escalate complex technical issues when required and collaborate with development teams on permanent fixes.
• Support production releases, deployment validations, and post-release stabilization activities.
• Create and maintain support documentation, knowledge articles, and standard operating procedures.
• Participate in problem management and continuous improvement initiatives to reduce incident recurrence.
• Support business-critical processing cycles, including month-end billing activities and increasing transaction volumes as additional countries are onboarded.

Key Activities

• Monitor alerts, logs, interfaces, and application dashboards.
• Manage incidents and service requests from diagnosis through resolution.
• Analyze application logs, API transactions, and system behavior to identify issues.
• Validate configurations, business rules, and data processing results.
• Perform operational support tasks and routine system checks.
• Document troubleshooting activities, root causes, and resolution procedures.
• Collaborate with business and technical teams to ensure timely issue resolution.
• Support knowledge transfer and operational readiness activities for new country implementations.

Required Technical Skills

• .NET
• React
• REST APIs and Microservices
• SQL and Database Querying
• Application Monitoring and Log Analysis
• Incident and Problem Management
• Production Application Support

Profile

3-5 years of experience supporting enterprise applications in production environments. Strong analytical and troubleshooting skills with the ability to work across both functional and technical areas. Experience in incident management, operational support, and application stabilization, with the ability to collaborate effectively with multiple teams in a fast-paced environment.