Application Support Specialist - (Mobile App & PWA Support)

SUMMARY:
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POSITION INFO:

Job Title: Level 2 (L2) — Application Support Specialist (Technical Support)
Location: Remote / South Africa
Availability: 24x7x365 via structured on-call rotation (1 week on / 1 week off)
Reports to: Support Lead / Service Delivery Manager

Role Overview:
As a Level 2 Application Support Specialist your focus will be on application and integration troubleshooting, API analysis, log investigation, and root cause documentation. You’ll work closely with L3/development teams, providing detailed replication steps, error artefacts, and interim solutions where possible.
Documentation and replication will be a key component of the L2 specialist and while scope will not be limited to just application alone; your key tasks will include monitoring environmental health, configuration, updates, creating and maintaining IT ops document repositories.
You’ll also play a critical role in triaging issues, gathering additional information, clearly documenting investigation fi ndings, applying interim solutions, and escalating valid code-level issues to L3 with full documentation and artefacts.

Key Responsibilities:

Category

L2 Activities

Root Cause Investigation (RCA) & Documentation

? Perform root cause analysis (RCA) for recurring or complex issues.
? Create and maintain technical documentation, SOPs, and Known Error Database (KEDB).
? Provide detailed escalation reports to L3/dev teams, including error logs, API traces, and suspected root causes.
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Incident Analysis & Troubleshooting

? Investigate app and PWA issues escalated from L1 by analyzing API request/response payloads (REST, SOAP, XML, JSON). Use tools like Postman and Swagger to 1 replicate issues and validate endpoints. Work with AWS CloudWatch and DynamoDB to search logs, query data, and identify anomalies.
? Reproduce bugs in test environments and provide replication steps for L3.
? Validate third-party integrations (e.g., SMS, OTP, CRM, payments, vouchers)

Configuration & Support Ops

Apply non-code fi xes such as updating confi guration entries, feature fl ags, or access settings.
? Proactively monitor app health, middleware services, and integration endpoints.
? Participate in the helpdesk process, ensuring all issues are tracked, categorized, and resolved within SLA.

Database Queries
Run read-only queries to check transactions, balances, profiles, or session records.
Integration Testing
Validate functionality involving external systems (e.g., SMS, OTP, CRM, payments).
Interim Workarounds
Apply short-term fixes while awaiting code-level resolution.
Incident Resolution
Resolve technical issues not requiring code changes or deployments.
Escalation to L3
Raise detailed tickets with logs, replication steps, and suspected root cause.

Skills & Qualifications:

? 3+ years in application support or technical support roles.
? Moderate understanding of incident management at level 2 leading to level 3.
? Strong understanding of APIs and integration flows (REST, SOAP, JSON, XML).
? Hands-on experience with Postman, Swagger, and API gateways.
? Familiarity with AWS (CloudWatch, DynamoDB, Lambda, S3, etc.).
? Ability to search logs, analyze error patterns, and run SQL/read-only queries.
? Clear communicator, able to document findings and bridge gaps between L1 & L3 teams.
? Experience in ITIL or enterprise support environments is an advantage.

? Bonus: Exposure to React Native, ASP.Net, or other dev frameworks. 2Tools:
? Postman, Swagger (API testing & validation)
? AWS (CloudWatch, DynamoDB, Lambda, S3)
? SQL Server / Dynamo queries Crashlytics, API monitoring tools
? Freshdesk/Jira or other ticketing systems

Availability:
? Required to participate in a 24x7x365 on-call rotation.
? Responses according to client SLA packages for incidents during on-call duty.