Bachelor's degree in Computer Science, IT, Engineering, or related field
2-5 years of experience in Application Support or similar roles
Hands-on experience with incident management and root cause analysis
ITIL Foundation Certification preferred
Familiarity with Agile, DevOps, and ITIL practices
Responsibilities
Provide Level 1, 2, and 3 support for critical applications
Monitor application health and performance with tools
Investigate and resolve application incidents and requests
Perform root cause analysis and implement preventive actions
Collaborate with development and infrastructure teams to solve issues
Manage change requests and incidents per ITIL best practices
Support application deployments and upgrades
Benefits
Flexible work location: Remote, Hybrid, or On-site
Participation in on-call support rotations
Opportunities for continuous learning and process improvement
Development of documentation and knowledge base skills
Work in a collaborative and customer-focused environment
Full Job Description
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.
