Application Support Engineer – L1

Veriipro; New York (NY); Presencial; USD 55.000 - 85.000; Jornada completa

Descripción de la vacante

Veriipro in New York seeks an proactive Application Support Engineer to provide L1 application and production support. You will monitor applications, manage incidents and service requests, and perform initial troubleshooting using approved runbooks.

Responsibilities include analyzing logs and basic SQL/Linux outputs, coordinating with onsite and offshore teams, and documenting RCA for recurring issues. The role requires strong communication and adherence to operational standards.

Formación

• Experience in L1 support and incident response.
• Ability to document troubleshooting steps and RCA.
• Familiarity with ITIL-based processes preferred.

Responsabilidades

• Monitor applications and respond to incidents and service requests.
• Perform first-level diagnostics using runbooks and SOPs.
• Analyze logs, errors, and outputs to identify issues.
• Escalate to L2/L3 with evidence.
• Own L1 incidents and drive resolution with teams.
• Support releases, deployments, and post-release checks.
• Conduct shift handovers and maintain health monitoring.
• Prepare incident summaries and stakeholder updates.
• Coordinate onsite/offshore teams for issue resolution.
• Ensure security and governance alignment.

Conocimientos

Application monitoring

Incident management

Runbook troubleshooting

SQL basics

Linux commands

Log analysis

Shift-based support

Onsite-offshore coordination

Descripción del empleo

We are looking for a proactive and customer-focused Application Support Engineer to provide L1 application and production support. The role involves application monitoring, incident and service-request management, first-level troubleshooting, root cause analysis (RCA), and coordination with onsite and offshore support teams.

The candidate will be responsible for ensuring application stability, timely incident resolution, effective communication, and adherence to established operational processes, runbooks, and enterprise support standards.

Required Skills

• Hands-on experience in application monitoring and production support.
• Understanding of incident, problem, and service-request management processes.
• Experience in runbook-based troubleshooting, ticket management, documentation, and escalation.
• Basic working knowledge of SQL, Linux commands, and application troubleshooting.
• Understanding of application logs, alerts, batch jobs, and operational health checks.
• Experience in shift-based support and onsite-offshore coordination.
• Knowledge of ITIL-based service management processes is preferred.

Roles & Responsibilities

• Monitor business applications and respond to system alerts, incidents, and service requests.
• Perform first-level diagnostics and troubleshooting using approved runbooks and standard operating procedures (SOPs).
• Analyze application logs, error messages, and basic SQL/Linux outputs to identify potential issues.
• Capture relevant evidence, document troubleshooting activities, and ensure accurate and timely escalation to L2/L3 support teams.
• Take ownership of L1 incidents and drive them towards resolution through effective coordination with relevant technical teams.
• Perform initial root cause analysis (RCA) for recurring or known issues and recommend appropriate corrective and preventive actions.
• Implement approved L1-level fixes and workarounds in accordance with established procedures and change-management guidelines.
• Support application releases, deployment validation, post-release checks, and production health monitoring.
• Perform effective shift handovers, ensuring continuity of support and communication of pending issues.
• Prepare operational reports, incident summaries, and service updates for stakeholders.
• Act as the onsite coordination point for offshore support teams, facilitating communication, prioritization, follow-ups, and issue resolution.
• Ensure compliance with enterprise security, governance, and operational support standards.