Application Support Engineer (L2)

At NOVACARD, we’re redefining how people use credit.
We are the first interest-free and no-annual-fee credit card in Mexico, designed to simplify personal finances and give users complete control - all from a mobile app. With NOVACARD, users can access up to $200,000 MXN in credit, only pay when they use it, and manage everything digitally in under 5 minutes. Our mission is to empower people to make smarter financial decisions by offering flexibility, transparency, and the freedom they need to reach their goals. Simple finances, big goals.About the Role:

We are looking for an Application Support Engineer (L2) to ensure the stability and performance of business-critical applications by investigating incidents, analyzing system behavior, and resolving complex technical issues. You will collaborate with cross-functional teams to identify root causes and improve support processes, requiring strong analytical skills, solid SQL knowledge, and confident communication in English in a production environment.

Key Responsibilities:

• Providing second-line technical support for company applications (L2)

• Monitoring system performance and availability

• Registering incoming tickets and performing initial analysis

• Resolving incidents and service requests related to company applications

• Collaborating with engineers and specialists from other teams to resolve issues

• Participating in the incident management process

• Documenting solutions and maintaining support documentation

Requirements

Key Requirements:

• English level B2 or higher (ability to read logs and technical documentation and communicate with clients)

• Strong T-SQL skills

• Basic knowledge of Swagger / API documentation tools

• Experience with monitoring systems (Grafana, Zabbix)

• Higher or secondary technical education

• At least 1 year of experience in technical support or application support

• Willingness to learn and develop in the IT field

• Analytical mindset and stress resistance

• Good verbal and written communication skills

What We Offer

• Fully remote work format.

• Official employment under the Russian Labor Code (for residents of Russia); contractor collaboration available for candidates from other countries.

• Opportunity to work in an international team on a new digital product for the Mexican market.

• A data-driven environment where your contributions have a real impact.

Originally posted on Himalayas