rippling
Application Support Engineer
Unily
England, GBR
Full-time
Senior
Hybrid
Discovered 2 weeks ago
ServiceNowCopilotClaudePostmanJMeterASP.NET
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Role Overview
As an Application Support Engineer, you will provide highly technical, incident-driven support for our SaaS platform—owning each incident end-to-end from initial triage through investigation, mitigation, resolution, and closure.
You’ll use deep product knowledge, diagnostics, log analysis, and collaboration with Product and Engineering to restore service quickly, communicate clearly with stakeholders, and drive strong incident documentation and root-cause follow-ups to prevent recurrence.
Key Skills for This Role
ServiceNowCopilotClaudePostmanJMeterASP.NET
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Job Purpose
As an Application Support Engineer, you will provide highly technical, incident-driven support for our SaaS platform—owning each incident end-to-end from initial triage through investigation, mitigation, resolution, and closure. You’ll use deep product knowledge, diagnostics, log analysis, and collaboration with Product and Engineering to restore service quickly, communicate clearly with stakeholders, and drive strong incident documentation and root-cause follow-ups to prevent recurrence.
Main Responsibilities
- Own customer-impacting incidents end-to-end, from detection/triage through mitigation, resolution, and closure within agreed SLAs.
- Investigate incidents using application logs, traces, and metrics; reproduce issues where possible and capture clear technical evidence.
- Maintain accurate incident records in our ticketing system (e.g., ServiceNow), including timelines, impact, troubleshooting steps, and customer/ stakeholder updates.
- Partner with Product and Engineering on complex or code-level problems, providing high-quality repro steps, logs, traces, and analysis to accelerate fixes.
- Work a weekday shift rotation and participate in global handovers to ensure continuous incident coverage across EMEA and other regions.
- Recommend safe mitigations for live issues after careful analysis and contribute to post-incident review items (RCA notes, runbooks, and knowledge updates) to prevent recurrence.
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