Application Support Engineer – Advanced SQL | WFH | Morning Shift

About the role

We're looking for an Application Support Engineer to provide L2 technical support across a defined set of Flexischools product domains. You will work closely with the Engineering and Product squads responsible for those domains, investigating production issues, resolving application and data problems, and helping ensure recurring support issues are understood and addressed at their source. You will be reporting to one of the Tech Leads of your assigned squads.

The role requires strong troubleshooting skills, SQL capability, curiosity and the ability to build deep knowledge of our applications and business processes. You will also help improve how we support the platform by creating runbooks, identifying repetitive manual work, and surfacing recurring issues into the relevant Product and Engineering backlogs.

Key responsibilities

• Investigate and resolve L2 application support issues across assigned product domains
• Diagnose issues using SQL, application data, APIs, logs, monitoring tools and other available diagnostic information
• Perform approved configuration and data corrections safely in production environments
• Escalate defects or issues requiring code/infrastructure changes to the relevant squad with clear investigation findings and supporting evidence
• Work closely with Tech Leads, Product Managers and engineers in the squads you support
• Participate in relevant squad stand-ups and operating rhythms to maintain context on product changes and current support issues
• Surface significant incidents, recurring problems and growing support demand to the relevant squad
• Identify recurring support issues and repetitive manual work and work with Product and Engineering to ensure these are considered for product improvement
• Create and maintain troubleshooting guides and runbooks for known issue categories
• Regularly review the shared Application Support service desk and take ownership of tickets relating to assigned domains

About you

• Experience in Application Support, Technical Support or Production Support, ideally in a SaaS environment
• Strong SQL skills and confidence investigating application and data issues
• Strong troubleshooting skills with a structured, evidence-based approach to problem solving
• Experience working with APIs, application logs and production systems
• Curiosity and persistence - comfortable investigating unfamiliar problems and learning complex business domains
• Good written and verbal communication skills, including the ability to explain technical findings to non-technical stakeholders
• Experience managing support queues and balancing multiple priorities
• Strong ownership and follow-through from investigation through to resolution or escalation
• A continuous-improvement mindset, with an interest in reducing repetitive support through documentation, automation and product improvement
• Ability to collaborate effectively with Product and Engineering teams