Application Support Specialist - (Mobile App & PWA Support)

ABC Worldwide; Remote; ZAR 660 000 - 991 000; Full time

Job summary

A global technology service provider is seeking a Level 2 Application Support Specialist to provide technical support with a focus on application troubleshooting and API integration. This role requires strong skills in incident management and the ability to analyze issues effectively. Responsibilities include root cause analysis, troubleshooting incidents, applying configuration changes, and ensuring high availability through a 24x7 on-call rotation. Ideal candidates should have experience with tools like Postman and AWS, and possess excellent communication skills.

Qualifications

• 3+ years in application support or technical support roles.
• Strong understanding of APIs and integration flows (REST, SOAP, JSON, XML).
• Ability to search logs and analyze error patterns.

Responsibilities

• Perform root cause analysis for recurring or complex issues.
• Investigate app and PWA issues with API analysis.
• Apply non-code fixes such as updating configuration entries.
• Run read-only queries to check transactions or session records.
• Validate functionality involving external systems.

Skills

Application Support

API integration

Incident management

SQL

AWS

Postman

Swagger

Clear communication

Tools

Postman

AWS (CloudWatch, DynamoDB)

Freshdesk/Jira

Job description

Job Title

Level 2 (L2) — Application Support Specialist (Technical Support)

Location

Remote / South Africa

Availability

24x7x365 via structured on-call rotation (1 week on / 1 week off)

Reports to

Support Lead / Service Delivery Manager

Role Overview

As a Level 2 Application Support Specialist your focus will be on application and integration troubleshooting, API analysis, log investigation, and root cause documentation. You’ll work closely with L3/development teams, providing detailed replication steps, error artefacts, and interim solutions where possible. Documentation and replication will be a key component of the L2 specialist and while scope will not be limited to just application alone; your key tasks will include monitoring environmental health, configuration, updates, creating and maintaining IT ops document repositories. You’ll also play a critical role in triaging issues, gathering additional information, clearly documenting investigation findings, applying interim solutions, and escalating valid code-level issues to L3 with full documentation and artefacts.

Key Responsibilities

• Root Cause Investigation (RCA) & Documentation – Perform root cause analysis for recurring or complex issues. Create and maintain technical documentation, SOPs, and Known Error Database (KEDB). Provide detailed escalation reports to L3/dev teams, including error logs, API traces, and suspected root causes.
• Incident Analysis & Troubleshooting – Investigate app and PWA issues escalated from L1 by analyzing API request/response payloads (REST, SOAP, XML, JSON). Use tools like Postman and Swagger to replicate issues and validate endpoints. Work with AWS CloudWatch and DynamoDB to search logs, query data, and identify anomalies. Reproduce bugs in test environments and provide replication steps for L3. Validate third‑party integrations (e.g., SMS, OTP, CRM, payments, vouchers).
• Configuration & Support Ops – Apply non-code fixes such as updating configuration entries, feature flags, or access settings. Proactively monitor app health, middleware services, and integration endpoints. Participate in the helpdesk process, ensuring all issues are tracked, categorized, and resolved within SLA.
• Database Queries – Run read‑only queries to check transactions, balances, profiles, or session records.
• Integration Testing – Validate functionality involving external systems (e.g., SMS, OTP, CRM, payments).
• Interim Workarounds – Apply short‑term fixes while awaiting code‑level resolution.
• Incident Resolution – Resolve technical issues not requiring code changes or deployments.
• Escalation to L3 – Raise detailed tickets with logs, replication steps, and suspected root cause.

Skills & Qualifications

• 3+ years in application support or technical support roles.
• Moderate understanding of incident management at level 2 leading to level 3.
• Strong understanding of APIs and integration flows (REST, SOAP, JSON, XML).
• Hands‑on experience with Postman, Swagger, and API gateways.
• Familiarity with AWS (CloudWatch, DynamoDB, Lambda, S3, etc.).
• Ability to search logs, analyze error patterns, and run SQL/read‑only queries.
• Clear communicator, able to document findings and bridge gaps between L1 & L3 teams.
• Experience in ITIL or enterprise support environments is an advantage.
• Bonus: Exposure to React Native, ASP.Net, or other dev frameworks.

Tools

• Postman, Swagger (API testing & validation)
• AWS (CloudWatch, DynamoDB, Lambda, S3)
• SQL Server / Dynamo queries, Crashlytics, API monitoring tools
• Freshdesk/Jira or other ticketing systems

Availability

• Required to participate in a 24x7x365 on‑call rotation.
• Responses according to client SLA packages for incidents during on‑call duty.