Application Support Engineer providing Level 2 support and monitoring for application stability. Collaborating with Engineering and analyzing logs within a modern SaaS company framework.
About the role
- Application Engineer managing Tier 2 support pipeline, linking customer support and engineering teams for Petvisor's veterinary solutions. Investigating, debugging and resolving customer-reported issues.
Responsibilities
- Triage and manage Tier 2 support tickets
- Reproduce and debug reported issues using logs, MySQL data, and application code.
- Perform safe, minimal data corrections (e.g., MySQL updates)
- Analyze the root cause of issues—Was it user error or a product gap?
- Escalations with detailed findings
- Document clear reproduction steps and create supporting materials to ensure accurate and consistent results. (e.g., videos, articles, training sessions)
- Collaborate with teams to resolve issues and explore ideas.
- Collaborate with stakeholders to identify root causes and implement a central incident management system.
- Monitor the performance of API activity and understand patterns of behavior.
- Conduct testing on newly improved features and production bug fixes.
Requirements
- 2 years of experience as an Application Engineer
- Higher Diploma or a Degree in Computer Science
- Strong problem-solving and debugging skills
- Comfortable navigating and making sense of Web Applications
- Excellent written and verbal communication for documenting issues and collaborating across teams
- Able to operate independently in ambiguous situations—knowing when to fix vs. when to escalate
- Proficient in writing queries and understanding relational data with MySQL
- Familiar with API structure and debugging in reading responses
- Familiar with JS/Python to help with automation scripts
- Knowledge of Jira or a ticketing management system is nice to have
Job title
Job type
Experience level
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Not specified
Degree requirement
Tech skills
Location requirements
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