Application Support Engineer(Developer Background)

Position: Application Support Engineer

Ideal for a backend / full-stack developer moving into production support

About Finclutech

Finclutech is a Dubai-based technology company that builds and operates digital financial products and services across multiple international markets.

Location: Dubai, United Arab Emirates

Department: Technical Operations

Reports To: Head of Engineering

Employment Type: Full-time / Onsite

Coverage: Extended-hours / on-call rotation across multiple regional markets

Position Summary

When a transaction behaves unexpectedly, someone has to diagnose it accurately and make sure it gets resolved, often outside core hours.

You'll take ownership of production issues — investigating, resolving what falls within your scope (including small, well-tested code-level fixes where appropriate), and escalating the rest with a clear, evidence-backed write-up. This role suits someone with a genuine software development background who has moved into, or is moving into, production support:

Key Responsibilities

• Take ownership of production issues across our platforms, including extended-hours and on-call coverage on a rotation.
• Investigate issues across partners, from first symptom toward root cause.
• Search and analyse production logs, cutting through noise to isolate the relevant events.
• Read and navigate existing codebases to diagnose logic-level issues — such as concurrency, data-consistency, or integration bugs — and propose or implement targeted, well-tested fixes in collaboration with Engineering.
• Resolve within your scope — including small, well-tested code-level fixes where appropriate — and escalate to the Support Lead with full evidence when a change is architecturally significant or the root cause is unclear.
• Triage and manage tickets in Jira, keeping issues moving, chasing owners, and keeping stakeholders informed.
• Write clear bug and change tickets and RCA/postmortem documentation, covering observed behaviour, evidence, suspected root cause, and references, so escalated issues arrive well-documented.
• Monitor platform and transaction health and flag anomalies (timeouts, retries, duplicate disbursements, velocity-control rejections) before they escalate.
• Communicate findings clearly to technical and non-technical audiences, without overstating what the evidence supports.

Qualifications & Experience

Must have

• 6+ years prior experience in technical issue resolution in a fast-paced global support team.
• 3+ years of hands-on software development experience (Java, Python, or similar) — either before transitioning into support/operations, or alongside it — with real exposure to the SDLC: writing, testing, and shipping code, not just reading about it.
• Comfortable reading an unfamiliar codebase, diagnosing a logic-level bug (e.g. a concurrency or data-consistency issue), and implementing a small, safe fix under guidance — this role does not involve building new features, but it does involve adjusting existing code.
• Strong understanding of APIs and experience using Postman (or equivalent tools) for endpoint inspection and testing.
• Proficient in SQL for querying and validating data across multiple databases (MariaDB, PostgreSQL, or similar).
• General familiarity with web applications, microservices, and RESTful architectures.
• Comfortable working with logs, monitoring tools, and error tracking systems.
• Analytical mindset and strong troubleshooting skills; able to isolate problems quickly and propose next steps.
• Excellent communication skills with excellent written and verbal English to collaborate effectively with both Customer Support (non-technical) and Engineering (technical) teams.
• Experience writing RCA/postmortem documentation and communicating incident status to both technical and non-technical stakeholders.
• A structured, evidence-first troubleshooting mindset that verifies across sources before declaring a root cause.
• Sound escalation judgment; knows what to resolve and what to hand up.

Nice to have

• Prior experience as a Software / Backend Engineer before moving into a support, SRE, or production-operations role.
• Understanding of REST APIs, distributed systems, databases, and developer tools.
• Familiarity with SQL, Postman, Kibana, Jira, and Confluence.
• Comfortable with git-based workflows (branching, pull requests, code review) for small fixes.

Application Question(s):

• How many years of experience do you have in technical/application production support in a fast-paced, ticket-based, global support team?
• How many years of hands-on software development experience do you have — writing, testing, and shipping code in Java, Python, or a similar language?
• Do you have hands-on experience writing and validating SQL queries against databases such as MariaDB, PostgreSQL, or similar?
• This role includes extended-hours coverage and a rotational on-call schedule, including outside standard business hours. Are you willing and able to work this schedule?
• What is your current monthly salary (AED), expected monthly salary(AED) & notice period?

Work Location: In person