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Urgent! Application Support Specialist - (Mobile App & PWA Support) Job Opening In WorkFromHome – Now Hiring ABC Worldwide

Application Support Specialist (Mobile App & PWA Support)



Job description

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 findings, applying interim solutions, and escalating valid code-level issues to L3 with full documentation and artefacts.

Key Responsibilities

  • 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
  • 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 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).

  • Configuration & Support Ops
  • Apply non-code fixes such as updating configuration entries, feature flags, or access settings.

  • Proactively monitor app health, middleware services, and integration endpoints.

  • Participate in the helpdesk process, ensuring all issues are tracked, categorized, and resolved within SLA.

  • 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

  • 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.

  • Tools: Postman, Swagger (API testing & validation)
  • AWS (CloudWatch, DynamoDB, Lambda, S3)
  • SQL Server / Dynamo queries
  • Crashlytics, API monitoring tools
  • Freshdesk / Jira or other ticketing systems

Availability

  • Required to participate in a 24x7x365 on-call rotation.

  • Responses according to client SLA packages for incidents during on-call duty.

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Required Skill Profession

Technical Support & Administration



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