Platform Support Engineer – App & Incident Management

GSM - Green SM; Gardena (CA); Presencial; USD 70.000 - 95.000; Jornada completa

Descripción de la vacante

GSM - Green SM is seeking an Technology Application Support Specialist to ensure the stability and performance of Driver, Customer, and Dispatch platforms. You will be the primary contact for application support, handling L1/L2 incidents and coordinating with global teams to keep business operations running smoothly.

Responsibilities include incident handling, root-cause analysis, knowledge management, UAT, and participation in improvement projects.

Formación

• 2-5 years of experience in Application Support, IT Operations, Technical Support, or related roles.
• Proven experience diagnosing and resolving L1/L2 application incidents.
• Experience supporting mobile applications (Android/iOS).
• Experience working with ticketing systems such as Jira, ServiceNow, Freshdesk, or similar platforms.
• Experience supporting ERP systems or enterprise applications is an advantage.

Responsabilidades

• Provide L1 and L2 application support for GSM platforms and business applications.
• Diagnose and resolve issues related to user access, mobile apps, payments, dispatch operations, integrations, and system configurations.
• Investigate incidents and perform root cause analysis.
• Monitor application performance and proactively identify potential service disruptions.
• Lead initial incident response during on-call shifts and coordinate with stakeholders until resolution.
• Escalate complex issues to Global Technology teams with proper analysis and documentation.
• Ensure incidents are managed within SLA and track recurring issues for preventive actions.
• Support deployments, upgrades, patches, and release activities.
• Perform User Acceptance Testing (UAT) for new features and enhancements.

Herramientas

Jira

ServiceNow

Freshdesk

Grafana

Datadog

New Relic

Descripción del empleo

GSM - Green SM is seeking an Technology Application Support Specialist to ensure the stability and performance of Driver, Customer, and Dispatch platforms. You will be the primary contact for application support, handling L1/L2 incidents and coordinating with global teams to keep business operations running smoothly.

Responsibilities include incident handling, root-cause analysis, knowledge management, UAT, and participation in improvement projects.