Application Support Engineer - Level 2

About the role

Interfase is looking for a Level 2 Application Support Engineer to join its Digital Identity Business Unit, which builds and runs mission-critical digital identity, PKI and trust services platforms for governments and large institutions across Latin America, the US, the Caribbean and Africa. You will own Level 2 support for a newly developed application and help build the support function from day one, coordinating the external Level 1 provider, the in-house Level 3 engineering team and the third-party software manufacturer, while also supporting existing customers.

Key responsibilities

• Own client tickets end to end: acknowledge, triage and resolve incidents, keeping clients informed until closure.
• Take part in recurring service calls with clients to review open issues, priorities and service performance.
• Lead major incident handling, coordinate all parties and drive post-incident actions.
• Escalate defects and changes to Level 3 with complete, reproducible cases and follow them through to resolution.
• Manage the relationship with the manufacturer's support organization, opening and following up vendor cases and coordinating joint troubleshooting.
• Maintain the knowledge base and runbooks, and produce regular service reports.

Required profile

• 4+ years in application support, technical support or production operations, with at least 2 years at Level 2 or above.
• Hands-on experience with multi-tier support (L1/L2/L3) and escalations to external vendors.
• Clear technical writing and use of generative AI tools such as Claude.
• Professional proficiency in English and Spanish, written and spoken.
• Availability for an on-call / after-hours rotation.
• Nice to have: experience setting up a support function or service desk, PKI/digital identity knowledge, exposure to Java/Spring Boot, Docker/Kubernetes and monitoring tools, basic scripting, government client experience, and ITIL 4 Foundation certification.

Required skills

• Solid troubleshooting on Linux and Windows servers (logs, services, DNS, TLS, firewalls, load balancers).
• Working SQL and understanding of HTTP, REST and JSON APIs.
• ITSM tools (Jira Service Management, ServiceNow or similar) and ITIL processes.