Technical Support Engineer

Worldpanel by Numerator is looking for a 2nd Line Application Support Engineer to join our Central Support Team. In this role, you’ll provide technical support across a diverse range of bespoke applications and services, taking ownership of incidents, service requests, and complex application issues requiring investigation beyond 1st Line Support.

You’ll work closely with 1st Line Support, Development, QA, Infrastructure, and other technical SMEs to investigate issues, identify root causes, and deliver effective solutions.

This is a 24×7 rotational shift role, requiring flexibility to support our global applications and services.

• Provide 1st and 2nd Line application support across a range of business-critical applications and services.

• Investigate and resolve application incidents, service requests, and technical issues.

• Analyse application, system, and event logs to identify potential causes of incidents.

• Troubleshoot web applications, client/server applications, APIs, and integrations.

• Use SQL queries to investigate application and data-related issues.

• Perform API testing and troubleshooting using tools such as Postman.

• Collaborate with Development, QA, Infrastructure, and other SMEs on complex technical issues.

• Support incident resolution in line with agreed SLAs and ITSM processes.

• Maintain clear and accurate incident documentation and knowledge articles.

• Identify recurring issues and contribute to problem management and continuous improvement.

• 3–5 years of experience in Application Support, Systems Engineering, SRE, or a similar technical support environment.

• Strong analytical and troubleshooting skills.

• Experience supporting applications in a production environment.

• Strong written and verbal English communication skills.

• A proactive approach to incident ownership and problem-solving.

• Certifications in Linux, WebSphere, database technologies, or similar areas are an advantage.

Essentials:

Operating System

• Strong knowledge of Windows Server and Windows OS.

• Basic to intermediate knowledge of Linux.

Application Support & Troubleshooting

• Experience supporting and troubleshooting:

• Web applications

• Client/server applications

• APIs and integrations

• Ability to investigate issues using application and event logs, monitoring tools, SQL queries, REST/API calls, and browser developer tools.

Database Skills

• Good working knowledge of SQL, including SELECT queries, joins, and data investigation.

• Experience with one or more databases such as SQL Server, Oracle, MySQL, or PostgreSQL.

Networking

• Working knowledge of DNS, DHCP, and TCP/IP.

• Understanding of how applications communicate across networks.

• Awareness of proxy and firewall-related application issues.

Tools & Automation

• Experience with Postman or similar API testing tools.

• Familiarity with Fiddler, Wireshark, or browser developer tools is advantageous.

• Exposure to PowerShell, Bash, or Python is a plus.

Cloud & ITSM

• Exposure to cloud platforms such as AWS, Azure, or Google Cloud.

• Experience working within ITIL-aligned environments.

• Familiarity with ITSM tools such as Jira.

• ITIL certification is an advantage but not essential.