Application Support Analyst

Summary: · The successful candidate will be expected to perform a hands-on engineering role, i.e. solving the problem first prior to escalation. · The candidate is able to read application code, reproduce defects, and land fixes. · He /she will work alongside the Site Reliability Engineers, who own the longer-horizon work of stopping the same problem recurring. Must have: · Minimum 3 years of hands-on experience in resolving production defects in an application support, L2/L3 or run engineering role on systems with real users and real consequences. · Able to debug someone else's code (Python primarily, TypeScript usefully). Able to take a stack trace and a vague user report and end up at a specific line or configuration value. This is the core skill of the role. · Able to perform root cause analysis as a discipline. Forming and eliminating hypotheses, stating what is ruled out and why, and distinguishing the cause from the first thing being noticed. · Possess fluent log and trace reading - Datadog, Splunk, ELK, CloudWatch or similar starting from"a user says it's broken" and getting to a specific failing component. · Able to perform practical Kubernetes diagnosis. Comfortable with Kubectl: inspecting pods, events, logs and restarts, and recognizing the common failure shapes. Not required to build clusters. · Experience in scripting using Python or Bash (a must-have requirement). Able to reduce the volume of work and not only absorbs it. · Clear written skills both for an RCA a senior engineer will read and for a status update an investment professional will read. Able to handle senior stakeholders with composure and calm. · A solve-first, escalate-second mindset. Escalation is what happens when the candidate has genuinely exhausted what he/she can do, with investigation attached (hand over a diagnosis instead of hand over a symptom). · Possess positive learning and collaborative mindset. · Strong analytical, problem-solving and troubleshooting skills. · Good written and verbal communication skills. · Agile, fast learner and able to adapt to changes. Good to have: · Experience in provisioning access in an enterprise directory - AD groups, entitlement orapproval workflows. · Deploy mentor release verification experience. Experience and knowledge in AWS fundamentals - to navigate and understand whatsits where. Experience in building Datadog dashboards and monitors rather than only reading them. · Experience in supporting an AI or LLM product, where the same input does not always produce the same output and "wrong answer" is a different class of problem from "error". · Familiarity with databases - SQL and non-SQL. · Experience in working within a formal change management process U3 Privacy Notice: Please refer to U3’s Privacy Notice for Job Applicants/Seekers at https://u3infotech.com/privacy-notice-job-applicants/. When you apply, you voluntarily consent to the collection, use and disclosure of your personal data for recruitment/employment and related purposes.