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Application Support Engineer

Aryza

Responsibilities

Incident Management

  • Act as the final escalation point within L1 for complex incidents.
  • Lead troubleshooting using logs, configuration checks, and database queries.
  • Participate in Major Incident calls.
  • Own incidents from logging to closure with accurate categorisation, prioritisation, and impact assessment for self and others in the team.
  • Ensure First Response Time service level agreement (SLA) is always met
  • Coordinate and perform first‑line diagnostics (password resets, UI checks, configuration reviews, basic proactive checks/monitoring and others).
  • Apply standard operating procedures (SOPs) and known fixes to restore service or escalate to your supervisor, direct reporting line, Tier 2 or Tier 3 as per SOPs and SLAs.
  • Provide clear, timely updates and ETAs on all incidents.
  • Handle advanced service requests (data extracts, configuration changes, secure access).
  • Meet request SLAs.

Support Team Leader on reporting

  • Drive continuous improvement in Tier 1 processes.
  • Create, review and maintain knowledge articles, standard operating procedures and FAQs.
  • Convert frequent issues into definitive knowledge-based solutions and flag product/documentation gaps.

Proactive Monitoring & Support

  • Review and interpret application health dashboards.
  • Assist in refining alert thresholds.
  • Identify recurring incidents, raise problem records with evidence, and provide replication steps and timelines to assist RCAs.
  • Support Problem Manager to create and review RCAs.
  • Collaborate with Tier 2 and Tier 3 engineers to ensure RCAs are complete.
  • Perform pre/post‑change checks, confirm service health, and ensure accurate customer comms.
  • Assist with User Acceptance Tests and report anomalies to Product Owner

Information Security & Compliance

  • Handle customer data securely and secure data handling.
  • Escalate suspected security incidents immediately and adhere to frameworks such as ISO 27001 and GDPR.

Service Continuity & Major Incident Support

  • Participate in Business Continuity/Disaster Recovery drills.
  • Contribute to Post Implementation Reviews with timelines, customer feedback, and knowledge updates.

Leadership in L1 or L2

  • Act as technical mentor and escalation lead.
  • Ensure adherence to ITSM best practices.
  • Contribute to team performance reviews.
  • Act as backup to Team Leader in L1 or L2 and support to manage team capacity, productivity and utilisation.
  • Work effectively with Tier 2/3, Product, Quality Assurance, Implementation, Product Delivery, Account Management, and Customer Success teams to drive outcomes.
  • Balance multiple tickets and deadlines while meeting SLA commitments.
  • Take end‑to‑end responsibility for customer outcomes and follow through.

Job Description

As an Application Support Engineer within Aryza’s Support structure, you will serve as the technical resource for our customers and internal stakeholders. You will handle simple to complex incidents and service requests, coach junior team members, and ensure adherence to ITSM processes.

Your contribution

Service Request Management

Validate requests for compliance and accuracy.

Knowledge Management

Mentor L1/L2 engineers.

Change and Release Support (Operational Readiness)

Complete Information Security, GDPR and Data Protection trainings when required.

What makes you stand out

  • Technical & Process
  • 1–3 years in

Application/Product Support

  • (B2B/SaaS preferred).
  • Strong troubleshooting skills.

Solid grasp of

  • ITIL 4 concepts: Incident, Request, Knowledge; awareness of Problem and Change; confident working to
  • SLAs/OLAs
  • Strong knowledge of

SQL

is required for read/write queries and data validation.

Experience operating in or supporting regulated environments

  • (financial services advantageous).
  • Embedded Soft Skills

Customer-Centric Mindset & Empathy

Understand business impact and act with urgency and professionalism.

Clear Communication

Explain technical issues in concise, business‑friendly language; write crisp updates and handovers.

Active Listening & Problem Definition

Ask clarifying questions, confirm understanding, and avoid assumptions.

Emotional Intelligence

Stay calm, courteous, and solution‑focused during high‑severity incidents or escalations.

Analytical Thinking & Troubleshooting

Apply structured logic, recognize patterns, and propose pragmatic next steps.

Adaptability & Learning Agility

Thrive amid changing priorities, products, and processes; learn quickly from new scenarios.

Attention to Detail

Maintain accurate ticket hygiene, categorization, and compliance documentation.