Application Support Engineer

Provide Level 2 technical support for application environments and maintain biometric solutions. Troubleshoot WildFly logs, manage certificates, perform maintenance tasks, and collaborate with Level 3 support to ensure system availability and performance.

Position Summary:
The application Level 2 Support Engineer is responsible for maintaining, supervising, and optimizing IT systems and a specific biometric solution. This role involves diagnosing and resolving technical issues, ensuring system availability and performance, and continuously improving solution reliability. The engineer ensures secure and efficient operations across production and test environments.

The Level 2 engineer is in charge of issue analysis, bypass design, and the reinstallation of components as required. The Level 2 team also has the skills to perform corrections in some cases and are responsible to do all the maintenance tasks defined in the Operation and Maintenance Guide of the systems and other documentation.

Key Responsibilities:
- Provide Level 2 technical support for application environments.
- Perform WildFly log troubleshooting and resolve application-related issues.
- Manage certificate lifecycle, including CSR creation and SSL certificate updates.
- Ensure incident tracking and monitoring through internal ticketing systems.
- Collect and analyse logs to identify issues and propose workarounds.
- Report unresolved incidents to the Level 3 maintenance team.
- Monitor and communicate about software licence obsolescence.
- Collaborate with project teams and clients to guarantee high-quality service delivery.
- Create and maintain technical documentation and operational procedures.
- Contribute to continuous improvement of system and application performance.
- Deploy new versions or patches from Level 3 maintenance in test environments, test solutions, and share results with Level 3.
- Maintain a local repository with installation manuals, user guides, third-party software licences, maintenance guides and other documentation needed for successful system support and maintenance.
- Ensure system security and compliance with company standards and policies.
- Back up a copy of the production environment before new or changed components are copied to production.
- Acknowledge reception of bug-fixing solutions or minor releases delivered by Level 3 support.

Technical Skills:
- Databases: Oracle, PostgreSQL, SQL Server.
- Application servers: WildFly (log analysis and troubleshooting).
- Monitoring tools: Centreon, Nagios, Operation Manager.
- Micro services: SOAP UI and Postman configuration and tests.
- Networking: CCNA Switching & Routing, CCNA Security.
- Basic knowledge of biometric solutions.
- Operating systems: RedHat 10, Debian, Windows Server (2008–2024).

Soft Skills:
- Excellent client communication and customer service mindset.
- Responsiveness and ability to manage critical technical incidents.
- Strong attention to detail in incident follow-up and documentation.
- Advanced problem-solving and analytical skills.
- Effective teamwork and project coordination.
- High sense of responsibility and customer satisfaction.

Education & Certifications:
- Engineering degree in computer networks.
- Certifications preferred: CCNA, CCNP, CCNA Security, Fortinet NSE1 and NSE2, MTA Database Fundamentals.