Senior Application Support Engineer

THE ROLE

We are looking for a Senior Application Support Engineer who combines strong hands-on L2 expertise with a natural sense of ownership over the support process and experience in Jira Service
Management tool. In this role, you will triage and resolve complex product issues, lead the team
through high-severity incidents, and play an active part in developing junior engineers and improving how the team operates. You will be the senior presence on shift — the person the team looks to for technical direction, process discipline, and composure under pressure. This role reports to the Application Support Manager and is based within ZestIOT’s Technical Assistance Center (TAC).

REQUIRED SKILLS & EXPERIENCE

• 4–8 years overall, with 2+ years in a senior application support role at a software product
company in a 24x7 shift environment.

• Proven hands-on L2 application support experience — triaging, debugging, and resolving
complex product defects and integration issues. Ability to prepare thorough diagnostic context
before escalating to L3/Engineering. L3 exposure is a plus.

• Experience supporting a company’s own software product, including product-specific incident
patterns, release cycles, hotfix coordination, and customer-impacting defect management.

• Experience acting as Incident Manager during high-severity situations: coordinating cross-team
resolution, managing an on-call SME roster and escalation matrix, and communicating clearly
with senior enterprise customer stakeholders under pressure.

• Demonstrated ability to guide and develop junior support engineers — coaching on
troubleshooting approach, enforcing process adherence, and building team capability over time.

• Hands-on experience with monitoring and log analysis tools such as Grafana, Datadog, ELK
Stack, Cloud Watch, New Relic, or equivalents.

• Familiarity with microservices, message queues (RabbitMQ/Kafka), caching (Redis), and
distributed systems.

• Understanding of ITIL frameworks covering incident, problem, and change management in a
product support context.

• Proficiency with Jira Service Management (JSM) tool including administration, configuring
customer-level dashboards and workflows.

• Experience contributing to process improvement — identifying repetitive tasks, driving
automation or optimisation, and reducing team effort over time.

• Ability to build and maintain runbooks, troubleshooting guides, and knowledge base articles.

WHO SHOULD NOT APPLY

• Candidates with backgrounds exclusively in network, telecom, or OS/infrastructure support —
application-layer expertise is mandatory.

• Profiles without hands-on L2 application support experience.

• Candidates from SI/services delivery or hardware support backgrounds.

• L1 or Senior L1 profiles — this role requires demonstrated L2 expertise and the ability to lead
and develop a team.

KEY RESPONSIBILITIES

Team Guidance & Shift Ownership

• Take ownership of the support process during your shift — ensure ticket prioritisation, clean
handoffs, and adherence to defined workflows. Act as the first point of escalation for junior
engineers on shift.

• Coach and develop junior team members: guide troubleshooting approach, review diagnostics
quality, and build individual capability over time.

• Motivate the team during high-pressure periods; model the standards of thoroughness and
communication expected of the function.

• Contribute to shift scheduling in coordination with the Application Support Manager; maintain
zero unplanned coverage gaps.

L2 Support & Incident Management

• Own hands-on L2 triaging, troubleshooting, and resolution of complex product issues. Escalate
to L3/Engineering with full diagnostic context when required.

• Lead high-severity incident management — activate the on-call SME roster, work the escalation
matrix, coordinate cross-team resolution, and provide timely, composed communication to
senior enterprise customer stakeholders throughout.

• Deliver incident reports and post-mortems to the Application Support Manager. Perform RCA
and drive corrective and preventive actions. Track bug escalations and hotfix coordination with
Engineering.

Process Improvement & Knowledge Management

• Monitor L2 ticket queues;…