Application Support Analyst

Job Overview:
The Application Support Analyst will provide first and second-level support for enterprise applications, ensuring that user issues are properly logged, investigated, escalated, tracked, and resolved within agreed timelines.

Duties and Responsibilities:
Logging application issues from users and business units, Troubleshooting application errors, Validating reported defects, Checking transaction status where applicable, Supporting users on application navigation, Escalating technical issues to Engineering or Infrastructure teams, Monitoring daily application health, Tracking open tickets to closure, Preparing daily support reports, Supporting post-release validation, Maintaining issue logs and knowledge base articles, Investigating application errors and production issues, Reviewing application logs, Validating API responses and error codes, Supporting integration issue investigation, Performing database checks where approved, Investigating transaction and workflow failures, Supporting root-cause analysis, Working with Engineering on defect resolution, Validating fixes before closure, Supporting deployment and release monitoring, Creating technical support runbooks.

Required Qualifications:
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.

Educational Background:
3–5 years’ experience in Application Support, Technical Support, IT Operations, or a similar role, preferably within fintech or financial services.

Experience:
Strong understanding of enterprise/business applications and transaction-based systems. Experience with support ticketing/helpdesk tools such as Jira, Zendesk, or similar platforms. Basic to intermediate knowledge of SQL and database querying for troubleshooting and data validation. Familiarity with APIs, API response codes, and integration troubleshooting. Ability to analyze application/system logs and identify root causes of issues. Understanding of incident management, escalation processes, and SLA-driven support environments. Basic knowledge of cloud infrastructure, servers, and application architecture. Experience supporting fintech products, digital payments, or transaction workflows is an added advantage.

Languages:
Excellent verbal and written communication skills for interacting with technical and non-technical stakeholders.

Additional Notes:
Ability to prepare reports, document issues, and maintain knowledge base/runbooks. Ability to work under pressure, prioritize tasks, and manage multiple issues simultaneously. Willingness to work in shifts, weekends, or on-call support where required.