Technical Support Engineer

Worldpanel by Numerator is looking for a 2nd Line Application Support Engineer to join our Central Support Team. In this role, you’ll provide technical support across a diverse range of bespoke applications and services, taking ownership of incidents, service requests, and complex application issues requiring investigation beyond 1st Line Support.

You’ll work closely with 1st Line Support, Development, QA, Infrastructure, and other technical SMEs to investigate issues, identify root causes, and deliver effective solutions.

This is a 24×7 rotational shift role, requiring flexibility to support our global applications and services.

• Provide 1st and 2nd Line application support across a range of business-critical applications and services.
• Investigate and resolve application incidents, service requests, and technical issues.
• Analyse application, system, and event logs to identify potential causes of incidents.
• Troubleshoot web applications, client/server applications, APIs, and integrations.
• Use SQL queries to investigate application and data-related issues.
• Perform API testing and troubleshooting using tools such as Postman.
• Collaborate with Development, QA, Infrastructure, and other SMEs on complex technical issues.
• Support incident resolution in line with agreed SLAs and ITSM processes.
• Maintain clear and accurate incident documentation and knowledge articles.
• Identify recurring issues and contribute to problem management and continuous improvement.