Application Support Specialist (L2)

The Division:
Campana Systems is a software development company based in Waterloo, Ontario. Our flagship product, AXIS, provides an industry-leading ERP solution for Auto Club organizations across North America.
In 2014, Campana was acquired by Constellation Software Inc.'s Perseus Operating Group. As part of the Constellation family, we continue to provide the specialization and individual attention customers expect while benefiting from the support and best practices of an international provider of enterprise software.

Division Link: https://campana.com/

The Position:

Campana is looking for an Application Support Specialist (L2), who has hands on experience with customer support, or development. The role is dynamic and not limited to a single application that provides the learning opportunity on different platforms and technologies. Working out of the Contour Software Karachi office, the successful hire will collaborate with team members located in the same office as well as those located in North America.

Key Responsibilities

• Provide advanced L2 application support across the AXIS platform, including Membership, Travel, Financials, and related modules

• Own and drive issue resolution end-to-end: from intake, triage, root cause analysis, through to resolution and validation

• Perform deep troubleshooting using logs, database queries, and system behavior analysis to identify functional and technical defects

• Analyze data inconsistencies and transactional issues (e.g., financial postings, batch processing, integrations) and correct or escalate as needed

• Collaborate closely with development, QA, architecture, and product teams to reproduce issues, define fixes, and validate outcomes

• Review and interpret application code (where required) to support debugging and accelerate resolution

• Support and monitor system integrations (e.g., APIs, third-party platforms, data exchanges) and troubleshoot failures or data mismatches

• Contribute to incident management and prioritization, ensuring timely response to high-impact production issues

• Maintain clear and consistent communication with internal teams and customers, including status updates, root cause explanations, and resolution timelines

• Identify recurring issues and contribute to problem management, including documenting known errors and recommending long-term fixes

• Create and maintain knowledge base articles, troubleshooting guides, and support documentation

• Support performance and stability monitoring, proactively identifying risks or degradation in the system

• Provide input on process improvements, tooling, and automation opportunities to increase support efficiency and reduce manual effort

• Participate in after-hours or critical incident support, when required, to ensure system reliability for customers

Required Skills and Experience:

• Bachelor’s degree in Computer Science

• 5+ years of L2+ Application Support or Software Development experience, preferably in the software industry

• Passionate about providing remarkable service

• Experience in working with Agile methodologies (Kanban or SCRUM)

• High motivation for problem solving, with ability to learn and think critically on the fly

• Superior problem-solving skills with the ability to think outside the box to ensure excellent customer service

• Superior communication (written and verbal) and interpersonal skills in the English language

• Working experience with business or ERP applications would be considered an asset

• Knowledge of accounting principles a plus

• Exposure to Databases (MySQL, SQLite, ISAM)

• Experience with Universe DB would be an asset

• Organizational skills and ability to manage multiple priorities and deadlines

• Determination to learn and develop continually as the business grows

• Ability to learn/read software code would be considered an asset

• Experience with Azure Cloud Environments would be an asset

Work Shift:

6 AM to 3 PM Pacific Time (6 PM – 3 AM Pakistan Standard Time)