Level 2 Application Support Engineer

NOVACARDRemote job

Remote Full-time

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Experience Level

Experience

Qualifications

Key Requirements:Proficient in English (B2 level or higher) (capable of reading logs and technical documents, and communicating with clients)Strong skills in T-SQLBasic knowledge of Swagger/API documentation toolsExperience with monitoring systems (e.g., Grafana, Zabbix)Technical education (Higher or Secondary)Minimum of 1 year experience in technical or application supportA willingness to learn and grow in the IT sectorPossess an analytical mindset and resilience under stressExcellent verbal and written communication skills

About the job

We are seeking a dedicated Level 2 Application Support Engineer to maintain the stability and performance of our critical business applications. In this role, you will investigate incidents, analyze system behavior, and resolve complex technical challenges. Collaboration with cross-functional teams is key to identifying root causes and enhancing support processes, making strong analytical skills, proficient SQL knowledge, and effective communication in English essential in a production environment.

Key Responsibilities:

Delivering second-line technical support for company applications (L2)
Monitoring system performance and uptime
Logging incoming tickets and conducting initial analyses
Addressing incidents and service requests pertaining to company applications
Working alongside engineers and specialists from various teams to resolve issues
Engaging in the incident management process
Documenting solutions and updating support documentation

About NOVACARD

NOVACARD is revolutionizing credit use in Mexico with our innovative interest-free, no-annual-fee credit card designed for maximum user control through a seamless mobile experience. Our app allows users to manage their finances efficiently, empowering them to make informed decisions.

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The Technology and Platform Services team at EcoVadis is at the forefront of designing and securing our platform, which is vital to our diverse offerings. We are committed to achieving scalability and fostering continuous improvement through innovation and collaboration. We are currently seeking multiple Web Application Support Specialists to provide essential technical assistance to both our customers and internal teams. This role is integral to EcoVadis' mission to enhance sustainable business practices across various organizations globally, joining an established international team dedicated to delivering high-quality support.Your responsibilities will include:Offering prompt assistance for issues raised by intensive users of EcoVadis tools, focusing primarily on complex web applications and APIs.Troubleshooting reported incidents, diagnosing bugs, and uncovering root causes.Providing clear instructions and detailed steps to replicate issues, aiding developers in understanding the problem and evaluating necessary corrective measures.Maintaining up-to-date knowledge of relevant product features to deliver accurate solutions to customer inquiries.Collaborating with end users, functional analysts, and developers to identify and resolve issues within EcoVadis’ custom web applications.Delivering top-notch support through both written and verbal communication across the organization.Ensuring thorough follow-up on reported cases to keep end users informed of status updates and potential actions.Monitoring logs and application downtimes to promptly respond to alerts and manage communications with impacted users.Handling confidential data with the utmost care to ensure data security and privacy.Reviewing technical and functional documentation and engaging with business users to clarify the intended functionality of applications.Guaranteeing the timely quality of fixes delivered.Providing training and support to end-users.Creating process documentation, training materials, and articles to explain complex technical concepts to non-technical audiences.Developing processes to address new types of requests from internal stakeholders.Keeping technical documentation and procedures current.Writing custom SQL scripts for data retrieval and modification during troubleshooting and reporting.Conducting preventive maintenance and root cause analysis of issues.Advocating for customer needs by relaying feedback to development and business analysis teams to foster product improvement.Participating in incident resolution to assist with issue management and user communication.Providing on-call support for urgent and complex issues.

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Level 2 Application Support Engineer

NOVACARD

Full-time|Remote|Remote job

At NOVACARD , we are on a mission to transform the way individuals utilize credit. As the pioneers of the first interest-free and no-annual-fee credit card in Mexico, we aim to simplify personal finance management and provide users with total control through our innovative mobile application. With NOVACARD, users can access up to $200,000 MXN in credit, utilize it as needed, and manage their finances digitally in just under 5 minutes. Our goal is to empower individuals to make informed financial choices by providing the flexibility, transparency, and freedom required to achieve their aspirations. Simple finances, big goals.Role Overview:We are seeking a dedicated Level 2 Application Support Engineer to maintain the stability and performance of our critical business applications. In this role, you will investigate incidents, analyze system behavior, and resolve complex technical challenges. Collaboration with cross-functional teams is key to identifying root causes and enhancing support processes, making strong analytical skills, proficient SQL knowledge, and effective communication in English essential in a production environment.Key Responsibilities:Delivering second-line technical support for company applications (L2)Monitoring system performance and uptimeLogging incoming tickets and conducting initial analysesAddressing incidents and service requests pertaining to company applicationsWorking alongside engineers and specialists from various teams to resolve issuesEngaging in the incident management processDocumenting solutions and updating support documentation

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Application Support Analyst II at DYOPATH | Remote

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Join DYOPATH as an Application Support Analyst IIAre you enthusiastic about tackling intricate application challenges and empowering users to maximize their efficiency with essential business software?DYOPATH is on the lookout for an Application Support Analyst II who excels in advanced problem-solving, flourishes in a dynamic work environment, and is dedicated to providing exceptional application support and customer service.Why You’ll Love Working HerePurpose with Passion – Become part of a company that embraces a L.O.V.E. philosophy—Living Our Values Every Day—transforming daily responsibilities into meaningful contributions.Grow & Thrive – DYOPATH is committed to your continuous development, offering training and clear career paths.Award-Winning Culture – Recognized for our superior IT services, we extend the same commitment to our internal teams.Fun & Respectful Teamwork – Engage in collaborative settings where teamwork and success are celebrated.Awesome BenefitsSavings / Monthly 13% capPantry Vouchers 9% deposited every monthChristmas Bonus: 25 days of your daily incomeVacations - 12 days after the first yearAnniversary Bonus - 10 days of base salaryVacation Premium – 40% first yearMajor Medical Insurance covers you and your immediate familyLife InsuranceQuarterly BonusMarriage or Bereavement Time offMaternity/Paternity Time offErgonomic Chair250 pesos monthly stipend for internet and electricityRole OverviewLocation: Remote (Mexico)Schedule: 1st Shift (8a-5p CST); Monday through FridayPay Rate: 25,000 MXN (monthly)Your Mission as an Application Support Analyst IIProvide advanced technical support for software applications utilized by the organization.Troubleshoot and resolve complex application issues, including user errors, system bugs, and data discrepancies.Conduct root cause analysis and collaborate with development teams or vendors to eliminate software issues.Participate in software testing and quality assurance activities.

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Application Support Analyst at efihr | Mexico City

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Origination Delivery Support Specialist

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