Application Support Engineer

Employment Type: Permanent

Contract Duration
Why you will love working here
At IATA, we represent over 350 airlines worldwide, striving to make aviation safer, smarter, more sustainable, and inclusive.

• Our Values are not just words on a page - they are the energy behind everything we do: ONE IATA - We collaborate across teams, TRUSTED - We do the right thing, INNOVATIVE - We make tomorrow better, INCLUSIVE - We embrace diverse perspectives.
• With over 30,000 courses available, we believe in continuous learning and support your growth in an ever-changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work-life balance with flexible work options, including remote and hybrid work, a generous 'work from abroad' policy, and you get your birthday off

About The Team You Are Joining
You will be joining Information & Data (I&D) Applications Support team in Geneva reporting to the Head Platform Management and Support Services. The Application Support Engineer will be responsible for providing hands-on technical support for business-critical applications. The role focuses on incident resolution, problem analysis, and service improvement, working closely with L1 and L2 support team, development, infrastructure, and external vendors to ensure application stability, performance, and availability.

The role requires strong technical troubleshooting skills, ownership of issues, and a proactive approach to improving operational processes and application reliability.

What Your Day Would Be Like
Provide application support for enterprise and business-critical applications, ensuring agreed SLAs are met.

Investigate, diagnose, and resolve application incidents and service requests escalated from L1 support via the ITSM tool.

Perform hands-on troubleshooting across application, OS, middleware, and integration layers.

Analyze application logs, error messages, and performance metrics to identify root causes.

Support applications hosted on cloud and on-premises environments, working with infrastructure and cloud teams as required.

Manage and resolve issues related to web applications, APIs, batch jobs, and integrations.

Perform application deployments, configuration changes, and routine maintenance following change management processes.

Coordinate with development teams for defect resolution, bug fixes, and root cause analysis.

Work with vendors and third-party support teams to escalate and track complex issues.

Contribute to problem management, including trend analysis and permanent fix implementation.

Create, maintain, and improve technical documentation, runbooks, and support procedures.

Continuously identify opportunities to improve monitoring, automation, and support processes.

Ensure compliance with internal standards, security policies, and operational best practices.

We would love to hear from you if
5+ years of hands-on experience in Application Support (L3) supporting enterprise applications in a 24/7 or business-critical environment.

Hands-on troubleshooting experience on Windows and/or Linux operating systems.

Experience with backend and frontend technologies (e.g. IIS, Apache, Java Springboot, Angular middleware platforms) and Solid understanding of databases (SQL querying, basic performance troubleshooting).

Experience working with ITSM tools for incident, problem, and change management. (JIRA Service Management)

Ability to analyze logs, traces, and monitoring data to identify root causes. Experience with Datadog is a plus

Exposure to cloud environments (AWS and GCP) is an advantage and Scripting or automation experience (PowerShell, Bash, Python, etc.) is a strong plus.

Strong communication skills and the ability to work effectively with technical and non-technical stakeholders.

Travel Required: N

*Learn more about IATA's role in the industry, our benefits, and the team at iata/careers/ . We are looking forward to hearing from you*