At NOVACARD , we’re redefining how people use credit.\nWe are the first interest-free and no-annual-fee credit card in Mexico , designed to simplify personal finances and give users complete control - all from a mobile app. With NOVACARD, users can access up to $200,000 MXN in credit , only pay when they use it, and manage everything digitally in under 5 minutes. Our mission is to empower people to make smarter financial decisions by offering flexibility, transparency, and the freedom they need to reach their goals. Simple finances, big goals.\nAbout the Role:\nWe are looking for an Application Support Engineer (L2) to ensure the stability and performance of business-critical applications by investigating incidents, analyzing system behavior, and resolving complex technical issues. You will collaborate with cross-functional teams to identify root causes and improve support processes, requiring strong analytical skills, solid SQL knowledge, and confident communication in English in a production environment.\nKey Responsibilities:\n- Providing second-line technical support for company applications (L2)\n- Monitoring system performance and availability\n- Registering incoming tickets and performing initial analysis\n- Resolving incidents and service requests related to company applications\n- Collaborating with engineers and specialists from other teams to resolve issues\n- Participating in the incident management process\n- Documenting solutions and maintaining support documentation\n\nKey Requirements:\n- English level B2 or higher (ability to read logs and technical documentation and communicate with clients)\n- Strong T-SQL skills\n- Basic knowledge of Swagger / API documentation tools\n- Experience with monitoring systems (Grafana, Zabbix)\n- Higher or secondary technical education\n- At least 1 year of experience in technical support or application support\n- Willingness to learn and develop in the IT field\n- Analytical mindset and stress resistance\n- Good verbal and written communication skills\nWhat We Offer\n- Fully remote work format.\n- Official employment under the Russian Labor Code (for residents of Russia); contractor collaboration available for candidates from other countries.\n- Opportunity to work in an international team on a new digital product for the Mexican market.\n- A data-driven environment where your contributions have a real impact.\n