Job Title: Application Support Engineer
This opportunity sits within a complex digital environment focused on production support, incident management, and service operations across customer-facing platforms and integrated systems. The role offers broad exposure to application support, ServiceNow queue management, system integrations, and operational reporting, with close collaboration across engineering, SRE, and vendor teams. This position will play an important part in maintaining platform stability, resolving incidents, and improving service performance across loyalty and mobile application ecosystems.
Required Education:
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent experience
Required Experience:
- Experience as an Application Support Engineer in L2/L3 support, production support, or service operations environments
- Experience handling incidents using ServiceNow or similar ITSM platforms
- Experience supporting complex customer-facing applications, including mobile applications and integrated systems
- Experience working with cross-functional teams including engineering, SRE, and external vendors
- Experience analysing logs, diagnosing issues, and contributing to root cause analysis across distributed systems
- Experience producing structured operational reports and tracking service performance metrics
Required Skills:
- Strong incident management and troubleshooting capability across production environments
- ServiceNow queue ownership and management
- Understanding of incident management, problem management, and change management processes
- Strong problem-solving and analytical thinking
- Ability to learn complex systems and understand upstream and downstream integrations across multiple platforms
- System integration knowledge covering APIs, backend services, and third-party systems
- Operational reporting for daily, weekly, and monthly service performance and incident trends
- Ability to manage end-to-end incident lifecycle activities including triage, resolution, communication, and closure
- Clear written and verbal communication with strong ownership, accountability, and prioritisation skills
Preferred Qualifications:
- Experience supporting customer-facing digital platforms
- Exposure to loyalty platforms, rewards systems, or customer engagement ecosystems
- Familiarity with cloud platforms such as AWS
- Familiarity with observability and monitoring tools such as Grafana, CloudWatch, or Splunk
- Exposure to Site Reliability Engineering practices including monitoring, alerting, and post-incident reviews
- Basic scripting or automation skills using Python or PowerShell
- Experience in Agile or DevOps environments
- Experience in payments or retail systems
- Exposure to Agentic AI
- Knowledge of Comarch CLM customer loyalty management systems
- Understanding of SLAs, SLIs, and service performance metrics
About Airswift:
Airswift is an international workforce solutions provider within the energy, process and infrastructure industries. Airswift serves as a strategic partner to clients, offering a turnkey workforce solution to capture and deliver the top talent needed to complete successful projects by aligning with unique project needs. With over 1000 employees and 9,000 contractors operating in over 60 countries, Airswift's geographical reach and pool of talent available is unmatched in the industry.