L3 Application Support Specialist (Classic ASP / SQL / Node.js)

L3 Application Support Specialist

Job Summary

We are looking for an L3 Application Support Specialist to provide advanced technical support for enterprise applications and ensure the stability, availability, and reliability of production systems. The successful candidate will handle complex technical issues, perform root-cause analysis, support system changes and releases, and collaborate with business users, technical teams, and third-party vendors to deliver effective solutions.

Key Responsibilities

• Resolve escalated incidents and service requests involving applications, databases, integrations, APIs, interfaces, access, and system performance.
• Perform root-cause analysis, develop workarounds, and implement corrective and preventive actions within agreed service level agreements (SLAs).
• Support incident, problem, change, and release management activities, including impact assessment, testing, deployment, production validation, and post-implementation monitoring.
• Collaborate with business users, developers, infrastructure teams, application support teams, management, and external vendors to investigate and resolve technical issues.
• Monitor application performance and production stability, identify recurring issues, and recommend improvements to minimize service disruptions.
• Maintain accurate incident records, technical documentation, operational reports, and knowledge base articles.
• Provide technical guidance, knowledge transfer, and support to team members to strengthen application support capabilities.

Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Equivalent relevant experience may be considered.
• At least 3 years of experience in application support, software development, or technical troubleshooting.
• Experience in Level 3 application support and familiarity with ITIL-based service management processes.
• Hands-on experience supporting web applications, databases, APIs, integrations, and production environments.
• Strong troubleshooting and analytical skills, with the ability to investigate complex technical issues and identify effective solutions.

Technical Skills

• Experience in ASP development or application support, preferably Classic ASP.
• Strong SQL skills for data investigation, validation, troubleshooting, and controlled data correction.
• Working knowledge of JavaScript, Node.js, and API-based integrations.
• Understanding of ITIL practices, including incident, service request, problem, change, release, and knowledge management.
• Basic knowledge of Digital Asset Management (DAM) platforms and Aprimo SaaS.
• Familiarity with the Microsoft Azure Portal.

Key Competencies

• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent written and verbal communication skills.
• Strong documentation skills and attention to detail.
• Accountable, proactive, resourceful, and service-oriented.
• Able to work independently under pressure with minimal supervision.
• Collaborative team player with a willingness to share knowledge and mentor colleagues.