Application Support Specialist - (Mobile App & PWA Support)
ABC WorldwideCape Town, South Africa30+ days ago
Job description? Investigate app and PWA issues escalated from L1 by analyzing API request / response payloads (REST, SOAP, XML, JSON). Use tools like Postman and Swagger to 1 replicate issues and validate endpoints. Work with AWS CloudWatch and DynamoDB to search logs, query data, and identify anomalies. ? Reproduce bugs in test environments and provide replication steps for L3. ? Validate third-party integrations (e.g., SMS, OTP, CRM, payments, vouchers) ? Proactively monitor app health, middleware services, and integration endpoints. ? Participate in the helpdesk process, ensuring all issues are tracked, categorized, and resolved within SLA. ? 3+ years in application support or technical support roles. ? Moderate understanding of incident management at level 2 leading to level 3 . ? Strong understanding of APIs and integration flows ( REST, SOAP, JSON, XML ). ? Hands-on experience with Postman, Swagger , and API gateways. ? Familiarity with AWS (CloudWatch, DynamoDB, Lambda, S3, etc.). ? Ability to search logs, analyze error patterns, and run SQL / read-only queries. ? Clear communicator, able to document findings and bridge gaps between L1 & L3 teams. ? Experience in ITIL or enterprise support environments is an advantage. ? Bonus : Exposure to React Native, ASP.Net, or other dev frameworks. 2Tools : ? Postman, Swagger (API testing & validation) ? AWS (CloudWatch, DynamoDB, Lambda, S3) ? SQL Server / Dynamo queries Crashlytics, API monitoring tools ? Freshdesk / Jira or other ticketing systems ? Required to participate in a 24x7x365 on-call rotation. ? Responses according to client SLA packages for incidents during on-call duty.
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 :
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Application Support Specialist • Cape Town, South Africa
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