Application Support Specialist - (Mobile App & PWA Support)

Job Title : Level 2 (L2) — Application Support Specialist (Technical Support)

Location : Remote / South Africa

Availability : 24x7x365 via structured on-call rotation (1 week on / 1 week off)

Reports to : Support Lead / Service Delivery Manager

Role Overview :

As a Level 2 Application Support Specialist your focus will be on application and integration troubleshooting, API analysis, log investigation, and root cause documentation . You’ll work closely with L3 / development teams, providing detailed replication steps, error artefacts, and interim solutions where possible.

Documentation and replication will be a key component of the L2 specialist and while scope will not be limited to just application alone; your key tasks will include monitoring environmental health, configuration, updates, creating and maintaining IT ops document repositories.

You’ll also play a critical role in triaging issues, gathering additional information, clearly documenting investigation fi ndings, applying interim solutions, and escalating valid code-level issues to L3 with full documentation and artefacts.

Key Responsibilities :

Category

L2 Activities

Root Cause Investigation (RCA) & Documentation

• ? Perform root cause analysis (RCA) for recurring or complex issues.
• ? Create and maintain technical documentation, SOPs, and Known Error Database (KEDB).
• ? Provide detailed escalation reports to L3 / dev teams, including error logs, API traces, and suspected root causes.

Incident Analysis & Troubleshooting

Configuration & Support Ops

Apply non-code fi xes such as updating confi guration entries, feature fl ags, or access settings.

Database Queries

Run read-only queries to check transactions, balances, profiles, or session records.

Integration Testing

Validate functionality involving external systems (e.g., SMS, OTP, CRM, payments).

Interim Workarounds

Apply short-term fixes while awaiting code-level resolution.

Incident Resolution

Resolve technical issues not requiring code changes or deployments.

Escalation to L3

Raise detailed tickets with logs, replication steps, and suspected root cause.

Skills & Qualifications :

Availability :