Application Support Engineer L2 (Banking)

Roof Stacks is seeking an L2 Application Support Engineer with strong banking process experience for a strategic project in the Banking/Fintech sector. The role involves providing technical support for core banking and third-party applications, analyzing and resolving incidents, performing root cause analysis, and ensuring uninterrupted service in a highly regulated environment. The ideal candidate will have at least 3 years of experience in banking application support.

Must Have

• Provide L2 technical support for core banking (preferably BOA) and third-party applications.
• Analyze, resolve, and track incident and problem records.
• Perform root cause analysis (RCA) for application, database, and network-related problems.
• Develop permanent solution proposals for recurring issues and ensure coordination with relevant teams.
• Provide technical support during change and version transition processes.
• Ensure uninterrupted service by working in coordination with application teams, infrastructure, database, and network teams.
• Analyze application logs, error messages, and performance data.
• Work in compliance with banking regulations (BRSA, KVKK, etc.) and internal operational processes.
• Prepare and keep up-to-date documentation, knowledge base (KB), and reports for support processes.
• Graduated from Electronics, Computer, Software, or related engineering departments.
• At least 3 years of experience in banking application support processes.
• Experienced in core banking applications (preferably BOA) and third-party banking applications.
• Proficient in 2nd level (L2) application support processes.
• Experienced in incident, problem, and change management processes.
• Possesses technical knowledge to perform problem analysis in application, database, and network layers.
• Experienced in log analysis, debugging, and performance review.
• Possesses analytical thinking ability, high problem-solving skills.
• Able to adapt to working in a highly regulated banking environment.
• Disciplined in documentation and process tracking.
• Team-oriented, strong communication skills.

Good to Have

• ITIL awareness

Roof Stacks has been carrying out innovative projects since 2015. We aim to be a global player in our areas of expertise: Tourism Systems, Extended Reality (AR/VR), Blockchain Technologies, Game Development, and Financial Technology.

We focus on making a difference and designing the future with the technologies we develop. In addition to our head office in Istanbul/Ataşehir, we have branches in Antalya and Elazığ in Turkey. Furthermore, we have strengthened our position in the global market by opening a new office in Austin, USA, which hosts technology giants from all over the world.

We are looking for an "Application Support Engineer (L2)" with strong experience, especially in banking processes, to take part in the strategic project we are carrying out in the Banking/Fintech field.

Key Responsibilities

• Provide 2nd level (L2) technical support for core banking (preferably BOA) and third-party applications used within the bank
• Analyze, resolve, and track incident and problem records occurring on the application side
• Perform root cause analysis (RCA) for application, database, and network-related problems
• Develop permanent solution proposals for recurring issues and ensure coordination with relevant teams
• Provide technical support during change and version transition processes
• Ensure uninterrupted service by working in coordination with application teams, infrastructure, database, and network teams
• Analyze application logs, error messages, and performance data
• Work in compliance with banking regulations (BRSA, KVKK, etc.) and internal operational processes
• Prepare and keep up-to-date documentation, knowledge base (KB), and reports for support processes

Required Qualifications

• Graduated from Electronics, Computer, Software, or related engineering departments
• At least 3 years of experience in banking application support processes
• Experienced in core banking applications (preferably BOA) and third-party banking applications
• Proficient in 2nd level (L2) application support processes
• Experienced in incident, problem, and change management processes (ITIL awareness is a plus)
• Possesses technical knowledge to perform problem analysis in application, database, and network layers
• Experienced in log analysis, debugging, and performance review
• Possesses analytical thinking ability, high problem-solving skills
• Able to adapt to working in a highly regulated banking environment
• Disciplined in documentation and process tracking
• Team-oriented, strong communication skills

Communication Skills

• Learning agility
• Ability to express ideas easily
• Ability to communicate professionally with all stakeholders
• Ability to be clear, concise, brief, and persuasive in all communications
• Ability to identify and solve problems at an early stage

Teamwork Expectations

• Ability to support the team while creating a higher quality and more sustainable product
• Ability to offer practical solutions
• Ability to guide all technical and non-technical discussions to a positive outcome
• Ability to quickly understand team, task, and/or customer issues and resolve them in cooperation with relevant managers
• Ability to act prudently when solving problems