Application Support Engineer

We at Confiz are hiring an Application Support Engineer with hands-on experience in monitoring tools, backend API troubleshooting, and incident management. Join our team to ensure seamless application performance and drive operational excellence.
 

Responsibilities:

• Troubleshoot issues by analyzing backend API logs and Azure App Insights.
• Build and maintain dashboards and alerts in Azure App Insights to monitor APIs, endpoints, and system/app health (spikes, deviations, anomalies).
• Create monitoring solutions in platforms like New Relic, Dynatrace, Splunk, or Grafana.
• Ensure all support tickets are fully documented with detailed log analysis, journey insights, and resolution updates.
• Perform post-release log analysis to identify early issues or abnormal patterns.
• Ensure service SLAs are consistently met and take proactive measures to prevent breaches.
• Detect and investigate recurring issues/patterns across multiple cases and escalate to leads/ops teams.
• Write clear Root Cause Analysis (RCA) reports for all major incidents P1/P2, including impacted customer identification via logs.
• Use SQL effectively for data validation, impact analysis, and troubleshooting.
• Maintain a proactive approach, continuously improving monitoring and incident management processes.

Requirements:

• Bachelor’s or master's degree in computer science, Engineering, Information Technology, or a related field.
• 3+ years of experience in Application Support, Production Support, or Site Reliability Engineer roles.
• Must have Hands-on experience of Azure cloud platform
• Strong knowledge of backend APIs (REST/GraphQL) and ability to read & troubleshoot logs.
• Hands-on experience with Azure App Insights and at least one observability platform such as New Relic, Dynatrace, Grafana, or Splunk.
• Proficiency in SQL with ability to write complex queries for data validation and impact analysis.
• Experience in dashboard creation, alert configuration, and monitoring solutions.
• Strong problem-solving skills with the ability to identify patterns across incidents.
• Excellent written skills for ticket documentation and RCA preparation.
• Strong collaboration skills across engineering, QA, and operations teams.
• Proactive attitude with a mindset of continuous improvement and ownership.
• Experience in system performance monitoring and analyzing health metrics.
• Understanding of service SLAs, error budgets, and uptime reporting.
• Experience with incident management and on-call support processes.
• Familiarity with release management and post-release validation.

We have an amazing team of 700+ individuals working on highly innovative enterprise projects & products. Our customer base includes Fortune 100 retail and CPG companies, leading store chains, fast-growth fintech, and multiple Silicon Valley startups.

What makes Confiz stand out is our focus on processes and culture. Confiz is ISO 9001:2015, 27001:2013 & 20000-1:2018 certified. We have a vibrant culture of learning via collaboration and making the workplace fun.

People who work with us work with cutting-edge technologies while contributing success to the company as well as to themselves. 

To know more about Confiz Limited, visit: https://www.linkedin.com/company/confiz-pakistan/