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Application Support

Alfragide

Job description

This is not a helpdesk role. There is no script to follow and no L4 to escalate to. When something breaks in production, you're the person who finds out why — and makes sure it can't happen again.

What you'll actually do:

Investigate the incidents nobody else could crack: trace a single transaction across multiple components of the architecture, triangulating logs, database state, and metrics until the root cause has nowhere to hide
Live in Grafana and the ELK stack — and go beyond dashboards: define the early-warning metrics that catch problems before users do
Spot recurring failure patterns and turn them into preventive measures — your findings feed structural fixes, built together with the development teams
Automate your own investigations with Bash/Python and serious Unix craft (grep, awk, sed — the real thing)

Why it's worth your time:

Depth over breadth of tickets: every incident is an engineering investigation, not a queue item
You'll know the system better than anyone: following transactions end-to-end builds the architectural understanding that turns support engineers into SREs and architects
Prevention is in the job description: you're explicitly mandated to make things not break — impact that gets noticed
A modern reliability toolkit: observability (Grafana/ELK), Linux, SQL, scripting — the exact skill set the market is paying premiums for

Requirements

What we're looking for:

Comfort in a Linux shell (grep, awk, sed, sort, uniq, tail, ps, top…) and filesystem fluency
Solid SQL DML (joins, subqueries) for data-level investigation
Experience with observability stacks (Grafana / ELK) and data-driven troubleshooting
Bash and/or Python scripting
Ability to read functional documentation, understand business flows and rules, and reason across an application architecture

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