We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.
Join us and be part of this journey towards greater opportunities and brighter futures.
The Application Support Engineer II provides L1 and L2 production support for KYC/KYB and iXHero applications. This role supports monitoring, troubleshooting, release validation, incident resolution, and stakeholder communication across applications, API, cloud, and AI environments. Fluency in French, English & Portuguese - reading, writing, and speaking - is required, Spanish is an added advantage.
Responsibilities
Provide L1/L2 production support for KYC/KYB and iXHero applications.
Monitor application and infrastructure health to identify production issues.
Troubleshoot logs, APIs, authentication, data, integrations, AI, and cloud issues.
Diagnose performance, availability, connectivity, and infrastructure incidents.
Own incidents from triage through escalation, resolution, and closure.
Perform production health checks, release validation, and RCA documentation.
Use Python/PowerShell, SQL/MySQL, and MongoDB for troubleshooting and automation.
Coordinate updates in Jira and communicate clearly with technical and business teams.
Complete all assigned, mandatory training within the timeframe provided.
Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.
Qualifications
Fluency in French, English & Portuguese - reading, writing, and speaking - is required, Spanish is an added advantage
3-5 years of experience in L1/L2 production support and SLA-driven incident management.
Knowledge of monitoring tools such as Azure Application Insights, AWS CloudWatch, Grafana, or similar.
Strong understanding of REST APIs, HTTP status codes, JWT, OAuth/OAuth2, webhooks, and integrations.
Experience troubleshooting microservices, cloud environments, performance, availability, and connectivity issues.
Working knowledge of AI/GenAI concepts, including RAG, LLM gateways, token usage, and Responsible AI.
Ability to use Python or PowerShell for log analysis, API testing, data validation, and automation.
Strong analytical, communication, collaboration, and stakeholder management skills.
Ability to work independently under pressure and support rotational or fixed shifts as needed.
#li-remote
#WFH
Location
POL Work-at-Home
Language Requirements
Time Type
Full time2026-11-23
