Night Shift Application Support Analyst 

Position: Night Shift Application Support Analyst 
Location: Toronto, ON
Job Type: 6-month contract to start
Hours: Tuesday to Sunday, 1am to 9am
Posting Type: Open vacancy

We are seeking a motivated and detail-oriented Application Support Analyst to join our client in the retail sector. In this role, you will work closely with cross-functional teams to ensure the accuracy of retail product catalogs. As a key player in supporting our internal processes, you will help improve the speed of resolving catalog issues and conducting root cause analysis.

Your Day-to-Day Responsibilities:

- Investigate and resolve complex production issues using logs, dashboards, and system data
- Perform deep debugging and root-cause analysis across applications, APIs, and services
- Manage and triage customer and stakeholder requests through Jira Service Desk, ensuring SLA adherence
- Analyze operational data and support metrics to identify trends, risks, and improvement opportunities
- Partner closely with Product and Engineering teams to drive bug fixes, support feature launches, and improve system reliability
- Proactively detect and prevent issues using monitoring and observability tools
- Create and maintain runbooks, playbooks, and SOPs to enable scalable and consistent support operations
- Clearly communicate technical findings, impact, and resolution plans to both technical and non-technical audiences

You Have:

- 2+ years of experience in technical support, system analysis, or similar roles
- A strong technical education background (e.g., in Computer Science, Engineering, or related fields)
- SQL for querying databases and investigating item-level issues, transactions, and system behavior
- Datadog for navigating logs, dashboards, alerts, and performance issues
- Jira for managing, tracking, and resolving support tickets and stakeholder requests
- Strong debugging skills, including interpreting stack traces, logs, and error messages
- Programming fundamentals in Python or Java to understand stack traces and review related code
- API knowledge, including request/response patterns, status codes, and common integration issues
- Ability to communicate complex technical concepts clearly to audiences with varying levels of technical expertise
- Experience creating and maintaining customer-specific runbooks, playbooks, and SOPs
- Strong organizational skills with the ability to manage multiple priorities simultaneously
- Experience in a production support, platform support, or technical operations environment

Please send your resume to Arriane Liangcungco at arriane.liangcungco@quantum.ca.

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