Job Description

Tier 2 Application Support Specialist


Location: Remote


Duration: 12 month contract


Experience Required: 6+ years


Role Purpose:


The Tier 2 Application Support Specialist is responsible for providing advanced support for enterprise applications by resolving escalated issues from Tier 1 support, coordinating with development and infrastructure teams, and ensuring high system availability. This role ensures optimal application performance, maintains system documentation, and delivers high-quality technical support to internal users or external clients.


Key Responsibilities:

Investigate, analyze, and resolve complex application-related incidents escalated from Tier 1 support. Monitor application performance and availability; proactively identify issues and coordinate resolution. Collaborate with development, infrastructure, and QA teams to troubleshoot bugs and implement solutions. Handle user access management, configurations, and application-specific change requests. Maintain accurate and detailed incident, problem, and change records using ITSM tools (e.g., ServiceNow, Jira). Assist in deployment and release activities, including post-release verification and issue tracking. Conduct root cause analysis and contribute to the development of knowledge base articles and FAQs. Participate in application upgrades, patches, and hotfixes. Provide on-call support as part of a scheduled rotation. Communicate effectively with stakeholders regarding incident status, resolution timelines, and service updates.

Required Skills and Experience:

Minimum 6 years of experience in Application Support (Tier 2 or higher). Strong analytical and problem-solving skills with hands-on experience in troubleshooting application issues. Solid understanding of web-based applications, APIs, databases (e.g., SQL Server, Oracle, MySQL). Experience working with ticketing systems like Jira, ServiceNow, or Remedy. Proficiency in querying databases, writing scripts, and using monitoring tools (e.g., Splunk, AppDynamics, Dynatrace). Familiarity with ITIL framework and incident/problem/change management processes. Basic knowledge of DevOps practices and CI/CD pipelines is advantageous. Excellent communication and customer service skills. Ability to document procedures, technical notes, and root cause findings clearly and concisely.

Preferred Qualifications:

Degree or Diploma in Computer Science, Information Systems, or a related field. ITIL Foundation certification (preferred). Experience supporting ERP, CRM, or financial applications is a plus. * Exposure to cloud environments (AWS, Azure) is desirable.