JOB SUMMARY

• The L3 Application Support Specialist provides advanced technical support for a portfolio of enterprise applications.

• The role resolves complex production issues, performs root-cause analysis, implements corrective actions, supports changes and releases, and works with users, technical teams, and vendors to maintain stable and reliable services.

KEY RESPONSIBILITIES

• Resolve escalated incidents and service requests involving applications, databases, integrations, APIs, interfaces, access, performance, and production environments.

• Perform root-cause analysis, provide workarounds, and implement corrective and preventive actions within agreed service levels.

• Support problem, change, and release management, including impact assessment, testing, deployment, production validation, and monitoring.

• Coordinate with business users, support teams, developers, infrastructure teams, management, and third-party vendors.

• Maintain ticket records, operational reports, technical documentation, and knowledge articles; provide guidance and knowledge transfer to the team.

QUALIFICATIONS AND EXPERIENCE

• Bachelor's or College degree in Computer Science, Information Technology, Engineering, or a related field; equivalent relevant experience may be considered.

• At least three years of experience in application support, development, or technical troubleshooting, including exposure to Level 3 support and ITIL processes.

• Experience supporting web applications, databases, integrations, APIs, and production environments.

TECHNICAL SKILLS

• ASP development or support experience, preferably Classic ASP.

• Strong SQL skills for investigation, validation, troubleshooting, and controlled data correction.

• Working knowledge of JavaScript, Node.js, and API-based integrations.

L3 Application Support

• Knowledge of ITIL practices covering incident, service request, problem, change, release, and knowledge management.

• Basic knowledge of Digital Asset Management platforms and Aprimo SaaS.

• Familiarity with Microsoft Azure Portal.

L3 Application Support Engineer