Application Support Engineer Level 2

Talentmate

We're looking for a Level 2 Application Support Engineer to join our dynamic Product Development team in DIFC. If you thrive in a fast-paced fintech or SaaS environment and have a solid grip on logs, SQL, and troubleshooting, this could be your next big opportunity.

Key Responsibilities:

Technical Issue Management

• Accurately investigate and analyze reported incidents using application/server logs and database queries.
• Open detailed internal tickets for engineering teams with root cause analysis where possible.
• Monitor issue resolution status and ensure follow-up communication with stakeholders.

Fraud & Chargeback Support

• Monitor chargeback and fraud case queues.
• Coordinate with relevant teams to investigate and respond to fraud-related incidents.
• Contribute to the development of fraud prevention rules using business logic and available datasets.

Data Analysis & Reporting

• Generate reports from transactional data to support fraud prevention and customer experience initiatives.
• Analyze behavioral patterns using historical data.
• Support BI/dashboard creation in coordination with analytics teams.

Cross-functional Collaboration

• Act as the bridge between customer-facing and technical teams.
• Maintain structured documentation for all resolved issues.
• Participate in system enhancement discussions based on support feedback.

Required Skills and Qualifications:

Bachelor s Degree in Computer Science, Engineering, or a related technical field.

3+ years of relevant experience in L2 technical support for fintech, SaaS, or digital platforms.

Proficient in reading and writing complex SQL queries.

Solid experience in reviewing application/server logs.

Familiarity with cloud infrastructure Azure, etc.) and basic monitoring tools.

Exposure to fraud/dispute management workflows is a plus.

Understanding of basic scripting or any programming language is a plus.

Experience or interest in AI/ML technologies is preferred.

Experience with BI tools (e.g., Tableau, Power BI).

Analytical and detail-oriented mindset

Strong communication and documentation skills

Accountability and dependability

Team collaboration and cross-functional coordination

Problem-solving under pressure

Adaptability & Flexibility

Attention to detail and quality Focus

Continuous learning & improvement attitude

Tools & Technologies

• SQL, Python, Excel
• Jira, Confluence
• Power BI