Job Title: Application Support Engineer
Job Summary: We are seeking a proactive and customer-focused Application Support Engineer to provide technical support, troubleshooting, and maintenance for enterprise applications. The ideal candidate will ensure application availability, resolve production issues, monitor system performance, and collaborate with development and infrastructure teams to deliver a seamless user experience. This role requires strong analytical skills, technical expertise, and the ability to work in a fast-paced production support environment.
Key Responsibilities: - Provide Level 1, Level 2, and Level 3 application support for business-critical applications.
- Monitor application health, performance, and availability using monitoring tools.
- Investigate, troubleshoot, and resolve application-related incidents and service requests.
- Perform root cause analysis (RCA) for production issues and implement preventive measures.
- Work closely with development, QA, DevOps, and infrastructure teams to resolve complex issues.
- Manage incident, problem, and change requests following ITIL best practices.
- Support application deployments, upgrades, and production releases.
- Analyze application logs, database queries, and system metrics to diagnose issues.
- Maintain support documentation, knowledge base articles, and operational procedures.
- Ensure compliance with Service Level Agreements (SLAs) and operational standards.
- Participate in on-call support rotations and provide after-hours support when required.
Required Skills: - Strong troubleshooting and problem-solving abilities.
- Knowledge of application support processes and incident management.
- Understanding of software development and deployment lifecycles.
- Excellent communication and stakeholder management skills.
- Ability to work under pressure and handle multiple priorities.
- Strong analytical and documentation skills.
Technical Skills: - Operating Systems: Windows Server, Linux/Unix
- Databases: SQL Server, Oracle, MySQL, PostgreSQL
- Query Languages: SQL, PL/SQL
- Monitoring Tools: Splunk, Grafana, Kibana, AppDynamics, Dynatrace
- Ticketing Tools: ServiceNow, Jira, Remedy
- Web Servers: IIS, Apache, Nginx
- Scripting: PowerShell, Shell Scripting, Python
- Cloud Platforms: AWS, Azure, GCP
- Version Control: Git, GitHub, Bitbucket
- CI/CD Tools: Jenkins, Azure DevOps
Qualifications: - Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- ITIL Foundation Certification is preferred.
Experience: - 2-5 years of experience in Application Support, Production Support, or Technical Support roles.
- Experience supporting enterprise applications in production environments.
- Hands-on experience with incident management and root cause analysis.
- Familiarity with Agile, DevOps, and ITIL methodologies.
Preferred Qualifications: - Experience supporting SaaS, cloud-based, or microservices applications.
- Knowledge of APIs, web services, and application integrations.
- Experience with automation and scripting for operational tasks.
- Understanding of database performance tuning and query optimization.
Preferred Qualities: - Customer-focused mindset with strong service orientation.
- Excellent verbal and written communication skills.
- Strong attention to detail and organizational abilities.
- Ability to work independently and collaboratively in cross-functional teams.
- Commitment to continuous learning and process improvement.
Employment Type: Full-Time
Location: Remote / Hybrid / On-site
Nice to Have: - Experience with HR Tech, ATS, CRM, Healthcare, FinTech, or SaaS platforms.
- Knowledge of Kubernetes, Docker, and cloud-native technologies.
- Experience with log analysis, system monitoring, and performance troubleshooting.
- Exposure to AI-powered support tools and automation technologies.
