BUILD YOUR STORY

We’re looking for a Senior Application Support Engineer to take end-to-end ownership of live, customer-impacting incidents across complex cloud SaaS environments.

You will investigate issues using application logs, traces and metrics; reproduce problems where possible; capture clear technical evidence; and work closely with Product and Engineering on complex or code-level issues. You will also maintain accurate incident records and stakeholder updates while working within agreed SLAs.

This is a hands-on, incident-driven role in a global follow-the-sun support environment. It requires sound judgement, composure under pressure, strong ownership and participation in an on-call rotation.

Employment / Contract Structure & Exclusivity Clause

• This is a full-time, exclusive role (40 hours per week, Monday to Friday).
• The is a remote first role (even if based in Malta/Gozo).
• The exact contract duration will be confirmed during the recruitment process.
• Participation in an on-call rotation outside standard working hours is also required.

Exclusivity Clause:

This role requires full professional dedication during the contract period. Parallel client/project work is not permitted unless otherwise approved in writing by the company.

On-Call Rotation:

• Weeknights (after office hrs): approximately 2 nights per week.
• Weekends and public holidays: 24/7 on-call coverage for approximately 1 weekend per month.
• You will only be called in for emergency P1 issues.
• The on-call rotation is distributed among 5 people.
• When called in for a P1 issue, overtime applies from call-in until the issue is resolved: 150% for weeknights and 200% for weekends and public holidays

Key Responsibilities:

• Own customer-impacting incidents end-to-end – from detection and triage through mitigation, resolution and closure – within agreed SLAs.

• Investigate incidents using application logs, traces and metrics; reproduce issues where possible and capture clear technical evidence.

• Maintain accurate incident records in the ticketing system (e.g. ServiceNow), including timelines, impact, troubleshooting steps and customer/stakeholder updates.

• Partner with Product and Engineering on complex or code-level problems, supplying high-quality reproduction steps, logs, traces and analysis to accelerate fixes.

• Participate in the support rotation and global handovers to maintain continuous incident coverage across EMEA and other regions.

• Recommend safe mitigations for live issues after careful analysis.

• Contribute to post-incident review activities, including RCA notes, runbooks and knowledge updates, to reduce recurrence.

What We’re Looking For

• BSc in IT, or equivalent experience.

• Previous experience as an L2/L3 Support Engineer supporting cloud SaaS products.

• Ability to read and interpret application logs, traces and metrics.

• Basic understanding of REST, HTTP and SQL, with hands-on experience using browser developer tools and Postman.

• Basic understanding of ASP.NET, MVC and REST APIs – enough to read code, identify root cause and define reproduction steps.

• Familiarity with ticketing systems such as ServiceNow or similar.

• Strong verbal and written English.

• Problem-solving mindset, with the ability to think on your feet and propose valid mitigations to live issues.

• Highly motivated self-starter with a positive attitude.

• Availability to participate in the on-call rotation described above.

Success Metrics:

Success in this role is measured on mean time to resolution (MTTR), SLA compliance and customer satisfaction (CSAT), together with the quality of your incident documentation — accurate timelines, clear impact, evidenced troubleshooting and sound RCA notes. We also value active contribution to our knowledge base and to improving our AI-assisted support workflows, so that every incident resolved makes the next one faster.

Nice to Have:

• Azure experience is preferred; experience with another major cloud platform is also valuable.

• Experience with JMeter for load/performance testing.

• Aptitude to pick up new DevOps skills and learn the inner workings of a complex cloud application.

Behavioural / Ownership Expectations

This role will suit you if you:

• Are comfortable working in a live, incident-driven and interrupt-heavy support environment.

• Take ownership of incidents from first triage through resolution, closure and follow-up.

• Can make sound judgement calls on live production issues and prioritise safe service restoration.

• Communicate proactively with customers, stakeholders and internal teams while SLA clocks are running.

• Stay composed under pressure, collaborate without simply handing incidents over, and maintain high-quality documentation.

• Are comfortable with low requirement clarity, where evidence gathering and precise problem definition are part of the job.

This role may not be the right fit if you prefer:

• Well-defined tickets or planned, uninterrupted work.

• A role without shift or on-call commitments.

• Escalating before investigating, avoiding code reading, or treating documentation as an afterthought.

• Working without the pressure of customer SLAs or live production responsibility.

AI & Tooling Expectations

• Practical use of AI for log analysis, API debugging, scripting, incident summarisation and RCA drafting.

• Basic prompt-engineering practices to obtain useful, context-aware outputs.

• Basic understanding of Retrieval-Augmented Generation (RAG).

• Awareness of basic AI security concerns and responsible use of AI tooling in support workflows.

Salary & Compensation

Exact package and contract structure will be discussed during the recruitment process.

On-call P1 call-ins are compensated at 150% for weeknights and 200% for weekends and public holidays, from call-in until the issue is resolved.

Benefits

• 28 paid vacation leave days per year.

• Paid sick leave.

• Maltese public holidays.

• Private health insurance.

• IT equipment provided.

• Yearly performance-based bonuses.

• Yearly salary reviews.

• Training / career development budget.

Location & Work Eligibility

Candidates must be based in either Malta or anywhere else within the European Union.

Candidates based in the EU must be legally entitled to work remotely from their residing EU country and don’t require sponsorship. Relocation to Malta can also be provided for candidates already based within the EU.

We are also willing to support/sponsor any work permits transfers for candidates already based in Malta and already in possession of a valid work permit linked to their current employer.

Equal Opportunity Statement

At Cleverbit, we’re committed to building an inclusive workplace where everyone feels respected and valued. We welcome candidates from all walks of life, regardless of age, gender, ethnicity, religion, disability, or sexual orientation.