Application Support Engineer

Role: Application Support Engineer
Location: Remote (monthly in-person meetings in Cardiff, South Wales)
Type: Full-time (37.5 hrs/week)
Salary: £45,000 - £50,000 per annum

We're looking for a skilled Application Support Engineer to help support our clients' platform and customers as they continue to grow. Our client is a small business and this role whilst exciting and demanding will require someone with a multi faceted skillset. This is a problem-solving job and will suit someone who enjoys working closely with both technical teams and end users and is passionate about delivering excellent customer experiences.

As an Application Support Engineer, youll play a crucial role in ensuring the SaaS cloud platform runs smoothly for clients and internal users. Youll be the first line of technical expertise for troubleshooting, diagnosing, and resolving technical issues while contributing to system improvements and knowledge sharing.

Responsibilities

• Investigating and resolving application issues raised by users
• Monitoring system performance and proactively identifying potential issues
• Dealing with P1 to P3 tickets
• Collaborating closely with the software engineering team to escalate and resolve complex technical problems
• Working directly with customers and internal stakeholders to understand and reproduce reported issues
• Creating and maintaining documentation, knowledge base articles, and support materials
• Assisting with software deployments, updates, QA and configuration changes
• Contributing feedback to improve platform stability, performance, and usability
• Supporting integration work with client systems and APIs
• Participating in the continuous improvement of support processes and tools

Experience needed

Experience in the tech stack (Node.js, Typescript, React, Nest.js, Postgres SQL, DynamoDB, AWS) is not required, but familiarity with modern SaaS environments, AWS, and APIs is.

• Experience in an application support, platform support or software support role
• Ability to analyse logs, debug issues, and work with APIs
• Familiarity with AWS Services
• Strong troubleshooting and problem-solving skills
• Excellent communication skills,  both written and verbal,  when dealing with both technical teams and non-technical users
• Highly organised and able to manage multiple support requests concurrently
• Proactive, accountable, and a strong team player

Nice-to-haves

• Experience with SQL (PostgreSQL, MSSQL, MySQL, etc.)
• Familiarity with monitoring tools and error reporting platforms
• Exposure to CI/CD pipelines and deployment processes
• Basic understanding of software development and version control (Git)
• Experience working in Agile environments

Remuneration Package

• Permanent contract
• Up to £50,000 per annum
• Flexible working hours (core hours of 10 am - 4 pm)
• 37.5-hour working week
• 10% of time allocated to professional development
• Company pension
• Training Udemy account available

If interested, please send your CV in today.

CI/CD BASIC Usability Pipelines Team Player Agile Articles Version Control React Salary AWS Communication Skills Software Development Continuous Improvement PostgreSQL Node.js TypeScript Technical Support Integration Troubleshooting Materials Git MySQL Documentation Software Engineering SQL Training Communication