Production Application Support Engineer

We are looking for a Production Application Support Engineer to provide operational and technical support for live applications running in production environments.

The position is primarily focused on application monitoring, production incident troubleshooting, log analysis, issue investigation, and coordination with technical teams to maintain application availability and performance.

The ideal candidate should have a basic to intermediate understanding of production environments and experience using or have practical exposure to monitoring and log-management tools such as ELK Stack, Grafana, Prometheus, and Percona Monitoring and Management .

Key Responsibilities

• Monitor production applications, services, servers, databases, and system health using available monitoring tools.
• Review application and system logs to identify errors, failures, performance issues, and unusual behavior.
• Troubleshoot production incidents and perform initial technical investigation before escalating issues to the relevant team.
• Respond to system alerts and identify whether an issue is related to the application, infrastructure, database, integration, or configuration.
• Use tools such as Elasticsearch, Logstash, Kibana, Grafana, Prometheus, and Percona to monitor application and database performance.
• Support incident management activities, including incident logging, prioritization, escalation, tracking, and closure.
• Collect relevant logs, screenshots, error messages, timestamps, and technical details required for further investigation.
• Coordinate with development, database, infrastructure, DevOps, and quality assurance teams to resolve production issues.
• Assist in identifying recurring production problems and contribute to root cause analysis.
• Maintain documentation for incidents, known errors, troubleshooting procedures, and operational guidelines.
• Monitor application availability, response times, resource utilization, database health, and service-level indicators.
• Validate application functionality and system stability after fixes, deployments, configuration changes, or service restoration.
• Support routine operational activities, health checks, deployment verification, and post-release monitoring.
• Communicate incident status and progress clearly to technical and non-technical stakeholders.
• Follow defined incident management, escalation, and production support processes.

Required Qualifications and Skills

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related field.

• Approximately 1– 3 years of experience in application support, production support, system monitoring, technical support, operations, or a related role.

• Understanding of production application environments and incident troubleshooting.

• Ability to analyze application logs and identify possible causes of errors.

• Familiarity with monitoring, observability, or log-management tools, particularly:

  • ELK Stack: Elasticsearch, Logstash, and Kibana.
  • Grafana
  • Prometheus
  • Percona Monitoring and Management

• Basic knowledge of Linux commands and server environments.

• Basic understanding of databases, preferably MySQL or other relational databases.

• Ability to execute basic SQL queries for investigation and validation.

• Understanding of APIs, application services, HTTP status codes, and system integrations.

• Strong analytical and problem-solving skills.

• Ability to remain organized and responsive while handling production incidents.

• Good written and verbal communication skills.

• Willingness to work on-site in Islamabad.

Preferred Skills

• Experience in L1 or L2 production support.
• Familiarity with incident-management or ticketing tools such as Jira, ServiceNow, or similar platforms.
• Basic understanding of cloud environments such as AWS, Azure, or Google Cloud.
• Exposure to Docker, Kubernetes, CI/CD pipelines, or deployment processes.
• Basic scripting knowledge in Bash, Python, or PowerShell.
• Understanding of alerting, dashboards, service availability, response time, CPU usage, memory utilization, and database performance metrics.
• Experience working with cross-functional engineering and operations teams.
• Familiarity with root cause analysis and post-incident documentation.

NOTES: This is not a traditional or pure DevOps role