L3 Application Support Engineer

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.