Application Support Engineer – Level 2

We are looking for a professional to join our Digital Identity Business Unit, which designs and operates mission-critical digital identity, PKI and trust services platforms for governments and large institutions across Latin America, the US, the Caribbean and Africa.

About the role

You will own Level 2 technical support for a newly developed application and contribute to building the support function around it from day one. As the first member of the support team, you will do more than resolve incidents: you will help design how support works end to end. That means coordinating the external Level 1 service provider, the in-house engineering team (Level 3), and the manufacturer of the third-party software embedded in the solution. You will also provide technical support to our existing customers on the digital identity platforms already in operation.

Key responsibilities

• Diagnose and resolve incidents escalated by Level 1: own client tickets end to end: acknowledge, triage and resolve them, and keep the client informed with clear and timely updates through closure. Take part in recurring service calls with the client to review open issues, priorities and service performance.

• Lead major incident handling: coordinate all parties, keep stakeholders informed and drive post-incident actions.

• Escalate defects and changes to Level 3 with complete, reproducible cases, and follow them through to resolution.

• Manage the relationship with the manufacturer's support organization: open and follow up vendor cases and coordinate joint troubleshooting.

• Maintain the knowledge base and runbooks, and produce regular service reports.

Requirements

• 4+ years in application support, technical support or production operations, with at least 2 years at Level 2 or above.

• Hands-on experience with multi-tier support models (L1/L2/L3) and escalations to external vendors.

• Solid troubleshooting on Linux and Windows servers: logs, services and networking basics (DNS, TLS, firewalls, load balancers).

• Working SQL skills for investigation, and understanding of web applications and APIs (HTTP, REST, JSON).

• Experience with ITSM tools (Jira Service Management, ServiceNow or similar) and ITIL processes.

• Clear technical writing: runbooks, procedures and knowledge articles.

• Use of generative AI tools (e.g., Claude or equivalent) to optimize day-to-day work.

• Professional proficiency in English and Spanish, written and spoken.

• Availability to join an on-call / after-hours rotation.

Nice to have

• Experience setting up a support function or service desk from scratch.

• Knowledge of PKI, digital certificates or digital identity.

• Exposure to Java/Spring Boot, Docker/Kubernetes and monitoring tools (Grafana, Prometheus, ELK).

• Basic scripting (Bash, Python or PowerShell).

• Experience with government or highly regulated clients.

• ITIL 4 Foundation certification.

Join a growing company and take part in large-scale projects within a collaborative environment where innovation and emerging technologies are at the forefront.