Application Support Engineer

As an Application Support Engineer you will play a central role in the health, performance and integrity of our application estate. You’ll work at the heart of our IT Service Management function, operating fluently within our service desk tooling and processes while delivering hands-on application support across a modern Microsoft Azure environment - investigating, diagnosing and resolving issues and partnering with our development team to turn recurring problems into permanent fixes.

The role blends first-line user administration (account management, permissions and onboarding across the applications we support) with deeper second-line investigation, and genuine exposure to third-line work for the right candidate.

Your responsibilities will include:

·Triaging, prioritising and resolving incidents, service requests and production signals across our application portfolio

·Providing first- and second-line application support to colleagues across every department of the business, including face-to-face assistance where required

·Operating our ITSM platform (JIRA Service Management) day-to-day - queues, SLAs, request types and automations - and contributing to its continual improvement

·Creating, amending and removing user access and permissions across the applications we support

·Investigating and root-causing complex, cross-system issues spanning our Azure services, databases, messaging layer, reporting platforms and third-party integrations

·Monitoring production health and acting proactively on the signals it produces

·Escalating defects to our IT Development team with high-quality, evidence-led reproduction steps and supporting material

·Authoring and maintaining runbooks, knowledge base articles and known-error records in Confluence

·Coordinating with other technical teams to support rollouts and system updates

·Creating and executing reports and data analyses to support business decision making

·Challenging current processes to enhance efficiency and remove waste

·Assisting the Application Support Manager with day-to-day support activities and suggesting refinements to policies and procedures as well as preparing root cause analysis reports on major issues for relevant stakeholders within the business.

·Analysing trends across incidents and alerts to reduce avoidable downtime

·3+ years of application support experience in a production SaaS or distributed-systems environment, covering both first-line access and permissions work and second-line application troubleshooting, with clear evidence of stretching into deeper investigative work

·Demonstrable cross-system investigation experience - tracing issues across multiple systems and technologies (application logs, databases, messaging platforms, external integrations) rather than through a single tool

·Strong working knowledge of Microsoft Azure, including Portal fluency, Application Insights / KQL, Log Analytics, Azure Functions, Storage and Key Vault

·Practical experience of event-driven messaging platforms (Azure Service Bus or equivalent) - producer/consumer patterns, dead-letter handling and message-based troubleshooting

·Strong T-SQL skills including complex joins, execution plans, and reading and understanding stored procedures, as part of a broader investigative toolkit rather than the whole of the role

·Read-level working knowledge of C#/.NET - able to read a codebase well enough to understand application behaviour and raise precise defect tickets

·ITIL discipline and confident day-to-day operation of an ITSM platform, with JIRA Service Management experience strongly preferred

·Proficient troubleshooting and debugging skills underpinned by a proactive, evidence-led mindset

·Excellent written and verbal English, with professional stakeholder communication at multiple levels of seniority

Desirable skills

·Working knowledge of Elasticsearch, Kibana and the ELK stack, ideally including cluster administration

·PowerShell scripting and/or Azure CLI / Az modules

·Familiarity with Power BI troubleshooting - gateway, refresh and dataset permissions - and/or SSRS administration

·Experience with Azure DevOps, including pipelines, release definitions and variable groups

·Familiarity with Infrastructure-as-Code tools such as Terraform (reading-comprehension level)

·Awareness of CI/CD pipelines and DevOps practices and technologies

·Experience supporting high-volume transactional reconciliation in any sector

·Experience with third-party case-management platforms or similar workflow-heavy business systems

·Familiarity with integration patterns across REST APIs, SFTP, webhooks and messaging

·Ability to propose and implement minor code fixes in collaboration with developers

·Mobile application triage awareness

An exciting Application Support Engineer role with a competitive salary plus bonus and career progression opportunities for a permanent role based in our Marylebone, London office.