- Provide Level 2 support
- Manage databases and perform data patching
- Investigate application issues to ensure smooth operations and timely incident resolution
- Understand applications, processes, and stakeholders while maintaining relationships with online business teams
- Triage and clarify incident and service-request tickets
- Coordinate with offshore and onshore reporters, stakeholders, and IT teams
- Identify and implement technical solutions for functionality, sign-on, security access, reporting, and upgrade issues
- Monitor application and server health, logs, and alerts
- Raise and elevate support tickets and validate fixes through stakeholder testing
- Perform root cause analysis for high-priority incidents
- Prepare incident reports and communicate findings and next steps
- Provide timely stakeholder updates on tickets, deployments, outages, and change activities
- Develop client communications for rollouts, downtime, new functionality, training, and documentation
- Ensure adherence to SDLC, change-management, implementation, and support processes
- Contribute to process, application, and project improvements
- Produce service-management summary reports
- Participate in meetings, on-call coverage, and off-hours support

Requirements

- Degree in Computer Science or Information Technology
- Hands-on support and development experience with one or more of: MEAN stack, PostgreSQL, MS SQL Server, REST/JSON/GraphQL APIs, Postman/Bruno, and GitHub
- Scripting knowledge of Python
- Practical experience with Docker and/or Kubernetes
- Experience supporting multi-tier Internet/Intranet applications using common design patterns
- Strong understanding of HTTP methods, REST, JSON, SOAP,



and GraphQL
- Familiarity with Apigee and AWS API Gateway
- Experience with ServiceNow, JIRA, Datadog, or Splunk
- Minimum one year of AI monitoring experience with Datadog or LangSmith
- Basic understanding of traditional and LLM AI models, including model lifecycle, bias/accuracy, and model drift
- Knowledge of prompt engineering
- Cloud technologies such as AWS and Azure
- ITIL certification is an advantage
- Excellent and effective English communication skills
- Robust debugging, troubleshooting, analytical, and design capabilities
- Availability for on-call and off-hours support, including weekends
- Flexible schedule to accommodate off-hours conference calls

Core Competencies

Demonstrates expertise in Level 2 support, database management, and application troubleshooting, with a strong focus on incident resolution and stakeholder communication. Proficient in cloud technologies and familiar with AI monitoring and prompt engineering.

Highest-signal resume keywords

- Level 2 Support
- Database Management
- Application Troubleshooting
- Cloud Technologies
- AI Monitoring

Hard Skills

- MEAN Stack
- PostgreSQL
- MS SQL Server
- REST APIs
- JSON
- GraphQL
- Python Scripting
- Docker
- Kubernetes
- HTTP Methods

Soft Skills

- Effective Communication
- Analytical Skills
- Troubleshooting Skills
- Design Capabilities

Certifications & Qualifications

- ITIL Certification

Industry Keywords

- SDLC
- Change Management
- Incident Management
- Multi-Tier Applications
- Model Lifecycle

Tools & Technologies

- ServiceNow
- JIRA
- Datadog
- Splunk
- Postman
- GitHub
- AWS API Gateway
- Apigee

#J-18808-Ljbffr

📌 IT Product Support Specialist (Toronto)
🏢 Jobtailor
📍 Toronto