Your Job
Application Support Engineer — US / UK / Asia shift
You will be the first line of defense for business‑critical applications, owning user access, incident response, and day‑to‑day stability. In this role you'll combine hands‑on troubleshooting (logs, data and configs) with cross‑team coordination to keep applications available and users productive.
Our Team
You'll join a cross‑functional support team that partners closely with Development, Infrastructure, Cloud, and Security to support enterprise applications across multiple regions. The team follows ITIL best practices and focuses on fast, measurable outcomes and continuous improvement.
What You Will Do
- Act as the primary L1/L2 point‑of‑contact for application incidents, service requests, and user queries — deliver clear, timely communication and drive incidents to resolution.
- Manage user access, roles, and permissions to ensure secure, compliant access for business users.
- Investigate and remediate application issues by analyzing logs, application behavior, data, and configuration; perform initial RCA and document findings.
- Validate and provide post‑release support (smoke tests, monitoring) to ensure deployments meet functional and stability expectations.
- Proactively monitor application health and performance; identify trends and issues before they impact users.
- Coordinate escalations and technical handoffs with Development, Infra/Cloud, and Security teams to deliver permanent fixes.
- Create and maintain clear incident records, SOPs, and knowledge base articles to reduce time‑to‑resolution and support onboarding.
Who You Are (Basic Qualifications)
- 1–4 years experience in Application Support, Technical Support, or Developer Support for enterprise or business‑critical applications.
- Working knowledge of React (application flow and basic debugging), JavaScript, HTML & CSS, PowerApps/low‑code platforms, and SQL (queries, joins, basic troubleshooting).
- Strong analytical and problem‑solving skills with the ability to interpret logs and monitoring outputs.
- Clear, user‑focused communicator who can translate technical context into actionable guidance for non‑technical users and teams.
- Comfortable working shift schedules and participating in on‑call rotations.
What Will Put You Ahead
- Experience with Azure or other cloud platforms and familiarity with Microsoft Power Platform (Power Automate, Power BI).
- Exposure to monitoring and alerting tools (Application Insights, Azure Monitor, etc.).
- Familiarity with API integrations, backend services, and end‑to‑end data flows.
- Experience with ticketing/ITSM tools such as ServiceNow or Jira and awareness of ITIL incident/problem/change processes.
- Ability to read existing codebases, propose minor fixes, and prepare clear technical context for engineering teams.
At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Who We Are
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.
