Example Achievement Log for a Application Support Engineer

Software & IT

Example Achievement Log for a Application Support Engineer

This is a year in the life of an Application Support Engineer managing incidents, deployments, and escalations across a sprawling ERP system. Your log will capture the grind of on-call rotations, the friction points in handoffs between teams, and the moments when you actually moved the needle on stability.

A year in the life of a Application Support Engineer's log

  • Feb - task: Started on-call rotation for NAV EMEA module. First week handled 14 incidents during go-live window, 2 escalated to developer team for code fixes. Hit the ground running.
  • Mar - achievement: Identified root cause of recurring payment posting failures in batch job. Memory leak in GL reconciliation service, reproduced in test, documented stack trace. Developers fixed in patch 2.8.1.
  • Apr - feedback: Vijay from Finance Ops told me in Slack: 'You got us back online in 40 minutes when AP month-end was stuck. Saved us a rerun.' First real validation.
  • Apr - task: Took on secondary on-call for Sales Cloud instances. Learned third product codebase while carrying NAV incidents. Struggled first week, but covered gaps when primary was unavailable.
  • Jun - achievement: Built runbook for API timeout escalations affecting EDI inbound. Reduced MTTR from 90 to 22 minutes by automating log parsing. Team adopted template for 4 other procedures.
  • Jul - feedback: Manager Sarah noted in 1:1: 'Your ticket notes are detailed enough that I can read them cold. That's rare here.' Feedback on documentation habits stuck with me.
  • Jul - task: Escalated a database locking incident wrong; assumed deadlock when it was a stalled cursor. Developer had to reverse my troubleshooting steps. Learned to consult DMV logs first next time.
  • Sep - achievement: Closed 247 tickets in August, 23% up from July, while maintaining first-call resolution rate at 68%. Reduced avg response time to 2.3 hours through smarter triage.
  • Oct - task: Led knowledge transfer sessions on NAV incident patterns for two new support hires. Documented 6 common failure modes with reproducible steps in Confluence.
  • Oct - achievement: Caught data corruption issue in customer GL trial balance before month-close. Worked with DBA to restore from backup and prevent $2.1M reconciliation error.
  • Dec - feedback: Dave from development team in standup: 'Your incident descriptions let us test the exact scenario. Makes us faster.' Evidence of collaboration paying off.

What makes a strong entry

What most people write: Fixed a memory leak issue that was causing batch job failures.

What went in the log: Identified root cause of recurring payment posting failures in batch job. Memory leak in GL reconciliation service, reproduced in test, documented stack trace. Developers fixed in patch 2.8.1.

The strong version names the specific service, the method of proof (reproduction plus trace), and the outcome version. Without these, a reviewer cannot tell if you diagnosed a real problem or cleaned up a log message.

What most people write: Improved ticket response time and throughput.

What went in the log: Closed 247 tickets in August, 23% up from July, while maintaining first-call resolution rate at 68%. Reduced avg response time to 2.3 hours through smarter triage.

The strong version gives actual numbers before and after, names a constraint (first-call resolution) that shows you didn't just rush through tickets, and hints at the method (triage). A reviewer can now see the scope of work and that quality held.

How this becomes your review in November

This year I moved from learning the NAV platform in January to owning incident response across two applications and mentoring new hires by September. Early on I caught the payment posting failures caused by a memory leak in the GL reconciliation service, which developers resolved in patch 2.8.1, and built an API timeout runbook that cut our response time from 90 to 22 minutes. By August I was closing 247 tickets while holding first-call resolution at 68%, and in October I caught a data corruption issue in a customer trial balance that prevented a $2.1M reconciliation error. What matters most is that the feedback from teams like Finance Ops and development confirms the work translates to real impact: my incident documentation is detailed enough that new engineers can follow it cold, and my troubleshooting methods actually make developers faster.

Starting your own log

Don't try to reconstruct a year you have already had. Start from today, one line whenever something happens, and let it build. The Perform Review Achievement Log does this for you and can capture wins straight from Slack, and how to start an achievement log covers the wider playbook.

Example Logs for Related Roles

Ready to start your own? Start your Achievement Log free, see how the Perform Review Achievement Log works, or browse performance review phrases for Application Support Engineer.