Provide Level 2 supportManage databases and perform data patchingInvestigate application issues to ensure smooth operations and timely incident resolutionUnderstand applications, processes, and stakeholders while maintaining relationships with online business teamsTriage and clarify incident and service-request ticketsCoordinate with offshore and onshore reporters, stakeholders, and IT teamsIdentify and implement technical solutions for functionality, sign-on, security access, reporting, and upgrade issuesMonitor application and server health, logs, and alertsRaise and elevate support tickets and validate fixes through stakeholder testingPerform root cause analysis for high-priority incidentsPrepare incident reports and communicate findings and next stepsProvide timely stakeholder updates on tickets, deployments, outages, and change activitiesDevelop client communications for rollouts, downtime, new functionality, training, and documentationEnsure adherence to SDLC, change-management, implementation, and support processesContribute to process, application, and project improvementsProduce service-management summary reportsParticipate in meetings, on-call coverage, and off-hours supportRequirementsDegree in Computer Science or Information TechnologyHands-on support and development experience with one or more of: MEAN stack, PostgreSQL, MS SQL Server, REST/JSON/GraphQL APIs, Postman/Bruno,



and GitHubScripting knowledge of PythonPractical experience with Docker and/or KubernetesExperience supporting multi-tier Internet/Intranet applications using common design patternsStrong understanding of HTTP methods, REST, JSON, SOAP, and GraphQLFamiliarity with Apigee and AWS API GatewayExperience with ServiceNow, JIRA, Datadog, or SplunkMinimum one year of AI monitoring experience with Datadog or LangSmithBasic understanding of traditional and LLM AI models, including model lifecycle, bias/accuracy, and model driftKnowledge of prompt engineeringCloud technologies such as AWS and AzureITIL certification is an advantageExcellent and effective English communication skillsStrong debugging, troubleshooting, analytical, and design capabilitiesAvailability for on-call and off-hours support, including weekendsFlexible schedule to accommodate off-hours conference callsCore CompetenciesDemonstrates expertise in Level 2 support, database management, and application troubleshooting, with a robust focus on incident resolution and stakeholder communication. Proficient in cloud technologies and familiar with AI monitoring and prompt engineering.Highest-signal resume keywordsLevel 2 SupportDatabase ManagementApplication TroubleshootingCloud TechnologiesAI MonitoringHard SkillsMEAN StackPostgreSQLMS SQL ServerREST APIsJSONGraphQLPython ScriptingDockerKubernetesHTTP MethodsSoft SkillsEffective CommunicationAnalytical SkillsTroubleshooting SkillsDesign CapabilitiesCertifications & QualificationsITIL CertificationIndustry KeywordsSDLCChange ManagementIncident ManagementMulti-Tier ApplicationsModel LifecycleTools & TechnologiesServiceNowJIRADatadogSplunkPostmanGitHubAWS API GatewayApigee

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