Job Description

Application Support Developer

We are currently seeking an Application Support Engineer to be part of a company with a global presence with thousands of businesses around the world placing orders with their wholesale suppliers daily on their apps and online platforms.

Be part of a strong team culture of shared responsibility for the profitable delivery of software to our customers. The software reflects their business need, contributes to their competitive advantage and is reliable and robust, reflecting the critical nature of the business processes that we support. “Never lose an order” is central to the way that we go about our business activities.

The Support & Operations team is a valued and vital team for the success of our product and service delivery, with direct responsibility for the delivery of our software through the release process. As the owners of production environments, helpdesk response and support projects, the team engage with our customers on a daily basis ensuring a highly responsive service experience.

As a Support Developer on the Support Team, your primary responsibility is to investigate, troubleshoot, and resolve issues reported by customers across different software products. You will leverage your expertise in MS SQL and Microsoft Azure to support the team in diagnosing problems and implementing effective solutions. Your role may also involve collaboration with software developers and other technical teams to ensure high-quality service delivery.

Key Responsibilities:

Ticket Investigation & Resolution:

· Analyze customer-reported issues and identify root causes using SQL queries and data analysis.

· Write, optimize, and maintain SQL scripts, stored procedures, and queries to support troubleshooting efforts.

· Utilize Microsoft Azure tools to monitor database health, performance, and resolve incidents.

Alerts & Monitoring:

· Set up, configure, and maintain monitoring systems to track database and application performance.

· Respond to alerts generated by monitoring tools, identifying and resolving issues proactively.

· Analyze trends in system alerts to recommend preventive measures and system improvements.

DevOps & Deployments:

· Participate in software deployment processes, ensuring accurate and efficient updates to production and test environments.

· Collaborate with the DevOps team to automate deployment pipelines and improve CI/CD processes.

· Support post-deployment validation and troubleshooting for database and application changes.

Collaboration & Communication:

· Work closely with the Support team to understand ticket details and provide technical input for complex issues.

· Collaborate with software developers and DevOps teams on issues involving data access, integration, or backend services.

Learning & Knowledge Sharing:

· Participate in team learning sessions as a presenter, sharing expertise on MS SQL, Azure, or relevant technical topics.

· Engage as a participant in learning sessions to expand your knowledge and stay updated on best practices and emerging technologies.

· Document recurring issues, resolutions, and best practices to build a robust knowledge base.

Database Maintenance & Optimization:

· Monitor and maintain database systems, identifying areas for improvement in performance and reliability.

· Participate in routine database health checks and performance tuning activities.

Additional Responsibilities:

· Assist in onboarding new software products and customer sites, ensuring proper database configurations.

· Contribute to incident investigations, particularly for high-severity tickets (Severity 1).

· Participate in after-hours and weekend support as part of the Support teamʼs rotation.

Key Skills & Requirements:

· 3+ years of application support development experience with MS SQL expertise: Proficient in writing complex queries, stored procedures, and optimizing database performance.

· Azure Knowledge: Experience with Microsoft Azure services such as Azure SQL Database, Azure Data Factory, and Azure Monitoring.

· Alerts & Monitoring: Familiarity with setting up and using tools like Azure Monitor, Application Insights, or other monitoring platforms.

· DevOps Experience: Knowledge of CI/CD pipelines and deployment processes, with hands-on experience in automated deployment tools.

· C# .NET Knowledge (Preferred): Familiarity with C# .NET for understanding backend integration and assisting with data-related code issues.

· Problem-Solving: Strong analytical skills for diagnosing issues and implementing effective solutions.

· Communication: Ability to explain technical details clearly to both technical and non-technical stakeholders.

· Teamwork: Collaborative mindset, capable of working effectively within a cross-functional team.

· Learning Mindset: Willingness to both teach and learn from team members in structured sessions.

Work Conditions:

· Working hours 11 pm to 7:30 am New Zealand Standard Time Monday to Friday (New Zealand work week)

· Remote work environment.