Senior Application Support Engineer (Temporary Contract)

About the role

Applaudo Studios is looking for a Senior Application Support Engineer (L2/L3) to support critical government programs within its SRE organization. The engineer resolves complex production incidents, diagnoses root causes across logs and traces, and helps keep operational toil below 50% of the team's time. The position is a 3-month assignment (possible extension) on a hybrid basis, with 3 to 4 days per week on site and 1 to 2 days remote, Monday to Friday.

Key responsibilities

• Identify recurring incidents and turn them into redesign requirements for the SRE Core team.
• Execute high-criticality production fixes when there is a risk of service outage.
• Diagnose root causes using logs and traces, including intermittent errors.
• Serve as the technical bridge between business and development teams.
• Define and monitor ticket quality standards for the team.
• Lead the Go-Live process for new systems and act as the technical reference for their architecture.

Required profile

• Bachelor's degree in Computer Science, Information Systems or a related field, or equivalent professional experience.
• 3+ years of experience in L2/L3 application or production support.
• Strong communication skills and technical leadership, able to work under pressure.
• Working knowledge of English; Spanish is the main language of communication within the project.

Required skills

• Advanced SQL, preferably with Cloud SQL, for data diagnosis and correction.
• Advanced experience with Cloud Logging and distributed tracing.
• Intermediate to advanced knowledge of ITIL 4 incident management and support governance.
• Experience leading RCA and post-mortem processes.
• ITIL 4 Create, Deliver and Support certification desired, as well as training in advanced SQL and RCA/post-mortem practices.