SaaS Application Support Engineer - L2 Troubleshooter

iSystems Ltd

Punjab

On-site

PKR 1,200,000 - 2,000,000

Full time

7 days ago

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Job summary

iSystems Ltd. is seeking an Application Support Engineer to provide L2 technical support in a SaaS environment. You will investigate production issues, resolve application and data-related problems, and collaborate with Product and Engineering teams to address root causes.

A strong SQL background and proactive problem-solving approach are essential. The role requires hands-on troubleshooting of APIs, logs, and production systems, plus experience with Postman, Jira, Confluence, and monitoring

Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field.
Experience in Application Support, Technical Support, or Production Support, preferably in a SaaS environment.
Strong working knowledge of SQL and Microsoft SQL Server, with the ability to investigate application and data-related issues.
Hands-on experience troubleshooting APIs, application logs, and production systems.
Familiarity with Postman, Jira, Confluence, and application monitoring tools.
Understanding of AWS fundamentals, particularly EC2, ECS, and RDS.
Strong analytical and troubleshooting skills with a structured, evidence-based approach to problem-solving.
Experience managing support queues, handling multiple priorities, and maintaining ownership through resolution.
Good written and verbal communication skills, with the ability to explain technical findings to non-technical stakeholders.
Ability to collaborate effectively with Product and Engineering teams and interact with customers when required.
A continuous-improvement mindset with an interest in documentation, automation, and reducing repetitive support activities.
Experience with PostgreSQL, New Relic, PagerDuty, SSRS/reporting, PowerShell, or Bash is desirable.
Experience supporting .NET-based applications and payment, transaction, or integration-heavy systems is highly desirable.

Responsibilities

Investigate and resolve L2 application support issues across assigned product domains.
Diagnose technical issues using SQL, application data, APIs, logs, monitoring tools, and other diagnostic information.
Perform approved configuration and data corrections safely in production environments.
Collaborate with Tech Leads, Product Managers, and Engineering teams to investigate incidents and escalates issues requiring code or infrastructure changes.
Manage and prioritize support tickets, ensuring timely progress, proper categorization, and clear resolution or escalation paths.
Identify recurring issues and repetitive manual tasks, recommending automation, tooling, and product improvements.
Create and maintain troubleshooting guides, runbooks, and technical documentation.
Work closely with Customer Support, Finance, Operations, and other internal teams to resolve technical issues and communicate findings effectively.
Participate in squad meetings and operating activities to stay updated on product changes and ongoing support requirements.