IT Support Engineer

We are looking for an enthusiastic and service-minded Associate IT Support Engineer. In this role, you’ll provide technical support to end-users, troubleshoot and resolve incidents across our services applications, and help ensure smooth daily operations across our technology environment. A Typical Day in the Life Includes: Provide support for Service.

Now and other support and services platforms, resolving incidents and service requests within agreed SLA targets. Investigate and troubleshoot application issues by analyzing logs, querying databases, and reproducing defects — escalating complex cases to the Tier 3 development team with clear documentation. Collaborate with Tier 3 developers, vendors, and cross-functional teams to drive resolution of escalated issues and communicate status updates to stakeholders.

Create and maintain knowledge base articles to improve first-contact resolution and team efficiency. Monitor application health and analyse incident trends to proactively identify recurring issues and contribute to continuous improvement initiatives. Leverage AI-powered tools and assistants in day-to-day support tasks to improve productivity and resolution quality.

Work on a shift rotation schedule covering APAC, EMEA, and NA time zones to support a global customer base.

Basic Qualifications

2+ years of Tier 2 application support. Proficiency in SQL (Microsoft SQL Server, Oracle, PostgreSQL) for querying and investigating application issues. Strong analytical and troubleshooting skills with a structured approach to diagnosing issues across unfamiliar systems. Clear and professional communication skills — verbal and written — for engaging both technical and non-technical stakeholders.

Familiarity with ITIL-based incident management practices.. Willingness and ability to work on a shifting schedule covering APAC, EMEA, and NA time zones, including on-call duties and holiday coverage. Working knowledge of Service. Now — including navigating the platform, managing tickets, and performing basic configurations.

Preferred Qualifications

Familiarity with Service. Now administration — including workflows, business rules, form configurations, and user/role management. Bonus points for a Service. Now Certified System Administrator (CSA) certification or ITIL Foundation certification. Experience with Certinia (formerly Financial. Force) or similar enterprise Customer Support and Services platforms.

Familiarity with AI-powered automation tools (Kiro, Co. Pilot) QA skills, including experience in testing, defect documentation, and validation of application fixes or releases.