Application Support Engineer
We are seeking a proactive and detail-oriented Application Support Engineer to join our dynamic Data Platform & Applications team in Geneva, supporting mission-critical data platform applications in a fast-paced energy trading environment. As part of a global support team, you will provide Level 1 (L1) and Level 2 (L2) support, ensuring high availability, reliability, and performance of our data platforms. You will collaborate closely with application development teams, infrastructure teams, and business users across multiple regions to resolve incidents, manage service requests, and drive continuous improvement in support processes.
Key Responsibilities:
- Provide L1 and L2 support for data platform applications, including incident triage, troubleshooting, and resolution.
- Monitor application health, performance, and data flows using monitoring tools and dashboards.
- Respond to and resolve user queries, issues, and service requests in a timely manner, maintaining high customer satisfaction.
- Escalate complex issues to L3 support or development teams, ensuring clear documentation and communication.
- Perform routine operational tasks such as user access management, data catalog administration, batch job monitoring, and data integrity checks.
- Collaborate with business users to understand requirements and provide guidance on application functionality and best practices.
- Maintain and update support documentation, knowledge bases, and runbooks.
- Identify recurring issues and contribute to root cause analysis and problem management.
- Support incident and change management processes in line with best practices.
- Participate in an on-call rotation and provide after-hours support as required.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field (or equivalent experience).
- 3+ years of experience in application support, preferably within the energy trading, financial services, or data-intensive industries.
- Strong understanding of L1/L2 support processes, incident management, and service desk operations.
- Experience supporting data platform applications (e.g., data warehouses, ETL pipelines, reporting tools, or real-time data feeds).
- Proficiency with SQL for data investigation and troubleshooting.
- Familiarity with Linux/Unix and Windows operating systems.
- Experience with monitoring tools such as Datadog, Splunk, Grafana, AppDynamics, or similar.
- Strong analytical and problem-solving skills, with the ability to work under pressure and prioritize effectively.
- Excellent communication skills, both written and verbal, with the ability to interact with technical and non-technical stakeholders.
- Customer-focused mindset with a commitment to delivering high-quality support.
- Ability to work effectively as part of a distributed, worldwide team.
Preferred:
- Experience in the energy trading sector or with trading platforms.
- Familiarity with scripting languages (e.g., Python, Shell, PowerShell) for automation and troubleshooting.
- Exposure to cloud platforms (e.g., AWS, Azure) and data platform services.
- Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk).
Additional Information
Work Environment
- This job operates in a professional office environment. Because of the collaborative, fast-paced, and high energy nature of our business, Vitol requires team members to work from our fully-equipped office.
- Team management: lead by example (on duty…), non-political style (Vitol and his team before his own interests) and a high level of personal integrity
- Business and user focus (no “IT for IT” spirit)
- Thinking solution and not problem
- Highly responsive, energetic and enthusiastic
- Capable of prioritizing tasks and meeting critical deadlines
- Excellent judgment, attention to details
- Strong communication skills, both verbally and in writing
- Ease with Follow The Sun (FTS) organization
All your information will be kept confidential according to EEO guidelines.