Application Support Engineer Level 1

360 Fraud Protection by AppGate provides end-to-end fraud protection in a unified platform. The solution includes 360 Brand Guardian, 360 Risk Control, and 360 Adaptive Authentication. Together they provide comprehensive threat management, brand protection and fraud prevention, safeguarding financial institutions and enterprises worldwide. Learn more at 360fraud.ai.

Join our 360 Fraud Protection support team as the first line of technical assistance for customers. You will troubleshoot applications and integrations, support product installations and upgrades, and work closely with Operations, Delivery, CSM, and Engineering to resolve complex cases. This role combines hands-on problem-solving with clear customer communication in a 24x7 support environment.

Requirements

· Own Level 1 technical incidents and service requests for Fraud Protection products, from diagnosis through resolution or escalation.

· Provide customer support through scheduled 24x7 shifts, including inbound calls and critical conference calls.

· Keep customers informed through proactive follow-ups that gather technical details and move cases toward resolution.

· Troubleshoot applications, databases, operating systems, APIs/integrations, networks, and monitoring alerts using logs and diagnostic tools.

· Plan and execute RBA product upgrades and installations in financial and enterprise certification/development environments.

· Build test environments, reproduce errors, and analyze integration flows to support advanced troubleshooting and escalation.

· Partner with Operations, Delivery, and CSM, escalating complex cases to L2, Engineering, or DevOps with clear documentation and reliable follow-through.

· Academic background in Systems Engineering, Electronics, Telematics, or a related field.

· 1–2 years of experience in technical customer service, application support, or a similar role.

· Knowledge of PostgreSQL, MS SQL, Oracle, or MongoDB, including schemas, relationships, keys, and troubleshooting queries.

· Working knowledge of REST APIs and HTTP methods, plus fluent customer communication in Spanish and English.

Preferred Qualifications (Nice-to-haves)

· Experience with troubleshooting tools such as SOAPUI, Postman, Android Studio, Wireshark, New Relic, or AWS CloudWatch.

· Working knowledge of Windows, Linux, macOS, AWS, and networking concepts such as TCP/IP, SSH, and DNS.

· Familiarity with Fraud Protection products, microservices, customer integrations, and tools such as SharePoint, Confluence, JIRA, and MS Office.

Benefits

Health Insurrance for the employee and family

Fitness Stipend

Work from Home bonus (one time bonus)

Annual bonus

E-learning and training and certification assistance

AppGate is An Equal Opportunity/Affirmative Action Employer and a federal contractor subject to the Rehabilitation Act of 1973 and the Vietnam Era Veterans Readjustment Assistance Act of 1974 as amended, and their corresponding regulations. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. Further, AppGate is an affirmative action employer committed to taking positive steps to employ, advance in employment and otherwise afford equal employment opportunity to protected veterans and individuals with disabilities. In furtherance of AppGate’s policy regarding affirmative action and equal employment opportunity, AppGate has developed a written affirmative action program. This program is available for review upon request by any applicant or employee during normal business hours by contacting the company’s EEO Coordinator.