To succeed in this role, we think you should have

• Minimum of 1 year of experience supporting software applications.
  
• BSc degree in Information Technology, Computer Science or a relevant field
  
• Experience in a support or other service-oriented customer-facing role.
  
• Experience being on-call and can jump into a complex situation, make sense of it, and communicate clearly to stakeholders what's going on.
  
• Basic Understanding of OOP concepts and other programming concepts.
  
• In-depth knowledge of SQL databases, particularly MYSQL.
  
• Familiarity with basic network concepts and tools.
  
• Experience in troubleshooting using stack traces and log files.
  
• Familiarity with Git and continuous integration, delivery, and deployment principles
  

• Provide tier two application support to production systems and identify any issues in production.
  
• Take ownership of reported customer issues and see them through to resolution.
  
• Collaborate with product and engineering teams to fix bugs.
  
• Monitor performance metrics across various production systems, identify the root cause of all technical issues, and work with the engineering team to resolve them.
  
• Manage the team ticket queue and resolve in a timely manner.
  
• Develop and maintain accurate technical, software operations and support-related documentation.
  
• Work with software vendors to resolve application issues, both short-term and long-term (root cause).
  
• Act as a technical resource during other projects as required.