Application Support Analyst (Days)

About Resonate

Role overview

Systems support and service delivery

• Provide first- and second-line support, diagnose and resolve issues, coordinate bug fixes, and document escalations.
• Troubleshoot and maintain products and associated equipment according to documented designs.
• Provide remote support and attend customer sites when required for deployments, incident resolution, or training.
• Meet agreed service-level response and resolution times.

Monitoring and collaboration

• Support, configure, and maintain monitoring for company environments and customer applications.
• Investigate incidents and service requests, involving subject matter experts when needed.
• Collaborate on technical solutions aligned with requirements and ITIL practices.
• Advise on technology changes and help identify and implement service improvements.

Documentation and communication

• Document issues, requests, and solutions in the ITSM system and maintain the internal knowledge base.
• Support team technical development and mentor colleagues where appropriate.
• Communicate professionally with customers by phone and email.

Essential skills and experience

• Experience supporting and troubleshooting Linux systems, AWS, SQL, and web applications, including complex system log analysis.
• Experience using and configuring monitoring systems for site and application reliability.
• Experience troubleshooting on-premise, cloud, and hybrid infrastructure.
• Experience with ITSM and RMM tools.
• Excellent written and spoken English; familiarity with Agile or DevOps teams.
• Ability to manage P1 incidents under pressure and prioritize work to meet SLAs; strong analytical and critical-thinking skills.

Desirable experience

• Experience supporting customer environments outside standard office hours or in a shift-based role.