L2 Applications Engineer | Where Strategy Meets Travel Technology.
Are you a natural problem solver who thrives on digging deep, finding root causes, and keeping platforms running at peak performance? Do you enjoy being the technical expert teams rely on when things get complex?
At FCM, we combine cutting-edge technology with a people-centric mindset to transform our clients' travel programmes. Globally & locally connected, fun & energetic, flexible, and a little unconventional; that's our FCM way!
If you’re passionate about service stability, technical integrity, and continuous improvement — this role is for you.
About the Opportunity
As an L2 Applications Engineer, you will ensure service stability and solution integrity across FCM platforms by resolving complex incidents, managing advanced customer configurations, and driving root cause improvements throughout the post-implementation lifecycle.
Acting as the technical escalation layer between Level 1 frontline support and Level 3 engineering or vendor teams, you will own investigation, deep-dive diagnostics, and Level 2 configuration support — including policies, profiles, workflows, integrations, and platform settings.
Working closely with Implementation, Product, and Operations, you’ll play a critical role in reducing repeat issues, strengthening knowledge maturity, and driving continuous improvement across the customer lifecycle.
What You Will Do
- Investigate and resolve escalated Level 2 incidents and complex service requests within SLAs, including detailed analysis of logs, system behaviour, integrations, and configurations
- Provide Level 2 support for customer configuration across FCM platforms (policies, profiles, approval workflows, content, integrations), ensuring changes align with solution design and change control processes
- Perform thorough root cause analysis for recurring or high-impact issues and implement preventative improvements
- Manage major incidents and escalations with clear impact assessment, structured stakeholder communication, and coordination with Level 3, Product, and external vendors
- Create and maintain knowledge articles, troubleshooting guides, and configuration standards while enabling Level 1 teams through structured knowledge sharing
- Partner with Implementation, Product, and Operations to support post-go-live stability, release readiness, and continuous improvement initiatives
- Contribute to strengthening operational resilience, reducing repeat incidents, and improving overall platform performance
Who We're Looking For
- 3+ years’ experience in technical support, application support, or operations engineering
- Experience troubleshooting SaaS, platform, or travel technology environments preferred
- Strong diagnostic and analytical problem-solving skills
- Experience working with ticketing systems and knowledge bases
- Understanding of the travel ecosystem is advantageous
- IT diploma/degree or equivalent practical experience
- Structured thinker with strong ownership mindset and ability to manage multiple priorities
- Clear communicator who can translate technical findings into business impact
Our FCM Difference
We are fiercely proud of our company culture. Our employees are difference makers and here, you will find:
- We are an inclusive bunch and encourage you to come as you are. Enjoy the freedom to be brilliantly yourself
- Work life Balance: We believe in “No Leave = No Life” so have your own travel adventures with paid annual leave and access travel industry perks
- Celebrate wins at legendary Buzz Nights and our top performers attend our mind blowing annual Global Gathering event
- Brightness of Future - Advance your career locally or globally
At FCM, we're unconventional, always flexible, and globally connected. Come as you are, dream outrageously big, and help us transform the world of business travel.
If you’re ready to be the technical backbone that keeps our platforms stable, scalable, and continuously improving — your next challenge starts here. Apply now!
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