Job description
JOB SUMMARY
We are hiring an Application Support Engineer/Production Support Engineer (L1/L2) to provide user-facing support for global end-users. This role is critical in ensuring production system stability, incident resolution, and seamless user experience. It requires excellent English communication skills, strong technical fundamentals, and the ability to troubleshoot across APIs, databases, and distributed systems. You will act as a primary L1/L2 support contact, handling incidents, communicating with international users, and collaborating with engineering teams to maintain high system availability.
ABOUT THE JOB
- Provide L1/L2 user-facing support for production applications used by global users.
- Handle incidents via ticketing systems, chat, or calls with clear and professional English communication.
- Troubleshoot and resolve issues within SLA, ensuring minimal business impact.
- Escalate to L3 teams with well-documented findings and analysis.
- Monitor application and system health; proactively identify risks.
- Perform root cause analysis (RCA) and contribute to continuous improvement.
- Support integrations via REST APIs using tools like Postman.
- Write and optimize SQL queries for:
- Data validation
- Production troubleshooting
- Performance tuning
- Analyze logs and system behavior across application layers.
- Maintain documentation (tickets, knowledge base, runbooks)
ABOUT YOU
- Bachelor’s degree in Computer Science, Information Technology, or related field is a plus
- 2–3 years of experience in Application Support, Production Support, or similar environments (L1/L2 support)
- Strong understanding of RESTful APIs, including methods, status codes, and debugging; hands-on experience with tools such as Postman
- Proficient in SQL, including complex queries (joins, filters), with a good grasp of indexing and query optimization
- Solid troubleshooting and analytical thinking skills, with a structured and logical approach to problem-solving
- Familiar with ITIL practices and ticketing tools such as Jira, ServiceNow, or similar platforms
- Basic understanding of system architecture and how different components interact in production environments
- Experience supporting business applications, ideally in a global setup is a plus
- Fluent in English with excellent verbal and written communication skills; able to clearly explain technical issues to non-technical users
- Strong communication and interpersonal skills
- Customer-focused mindset with strong service orientation
- Proactive, accountable, and customer-focused, with a strong ownership mindset
- Calm, structured communicator who can handle incidents professionally under pressure
- Nice to have:
- Experience with Microsoft Power BI and/or Microsoft Power Automate
- Exposure to generative AI tools
WHY AMARIS?
At Amaris Consulting, we believe in creating a thriving, positive workplace where every team member can grow, connect, and make a real impact. Here’s what you can expect when you join our dynamic community:
- Global Diversity: Be part of an international team of 110+ nationalities, celebrating diverse perspectives and collaboration.
- Trust and Growth: With 70% of our leaders starting at entry-level, we’re committed to nurturing talent and empowering you to reach new heights.
- Continuous Learning: Unlock your full potential with our internal Academy and over 250 training modules designed for your professional growth.
- Vibrant Culture: Enjoy a workplace where energy, fun, and camaraderie come together through afterworks, networking events, and more.
- Meaningful Impact: Join us in making a difference through our CSR initiatives, including the WeCare Together program, and be part of something bigger.
Equal Opportunity
Amaris Consulting is proud to be an equal opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.
Who are we?
Amaris Consulting is an independent technology consulting firm providing guidance and solutions to businesses. With more than 1000 clients across the globe, we have been rolling out solutions in major projects for over a decade – this is made possible by an international team of 7,600 people spread across 5 continents and more than 60 countries. Our solutions focus on four different Business Lines: Information System & Digital, Telecom, Life Sciences and Engineering. We’re focused on building and nurturing a top talent community where all our team members can achieve their full potential. Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.At Amaris, we strive to provide our candidates with the best possible recruitment experience. We like to get to know our candidates, challenge them, and be able to give them proper feedback as quickly as possible. Here's what our recruitment process looks like:
Brief Call: Our process typically begins with a brief virtual/phone conversation to get to know you! The objective? Learn about you, understand your motivations, and make sure we have the right job for you!
Interviews (the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities!
Case study: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem-solving scenario, etc.
As you know, every person is different and so is every role in a company. That is why we have to adapt accordingly, and the process may differ slightly at times. However, please know that we always put ourselves in the candidate's shoes to ensure they have the best possible experience.
We look forward to meeting you!