Application Support Engineer

Providing end-to-end technical support for a SaaS platform, the remote Application Support Engineer will manage customer-impacting incidents, utilizing deep product knowledge and collaboration with Product and Engineering teams to ensure timely resolution and documentation. Key responsibilities Own customer-impacting incidents from detection through resolution and closure within agreed SLAs Investigate incidents using application logs and metrics, capturing clear technical evidence Maintain accurate incident records in the ticketing system, including timelines and troubleshooting steps Required qualifications BSc degree in IT or equivalent experience Previous experience as a L2/L3 Support Engineer for cloud SaaS products Familiarity with ticketing systems such as ServiceNow Basic understanding of REST, SQL, and experience with tools like Postman and JMeter Previous experience with Azure services is preferred; major cloud experience is valuable