We are seeking an experienced and proactive Senior Application Support Engineer to join our team. This role is responsible for providing advanced technical support for business-critical applications, ensuring their smooth operation, performance, and reliability. The ideal candidate will have a strong background in software troubleshooting, system integration, and customer-focused service delivery.
Key Responsibilities:
- Provide Level 2/3 technical support for enterprise applications
- Monitor application performance and proactively identify issues.
- Investigate, troubleshoot, and resolve complex application problems, coordinating with development, infrastructure, and QA teams as needed.
- Work closely with business users to understand issues and deliver timely solutions.
- Perform root cause analysis and contribute to permanent problem resolution.
- Maintain documentation for application processes, known issues, resolutions, and SOPs.
- Participate in application deployment, upgrades, and patching activities.
- Coordinate with vendors for third-party application support and service escalations.
- Ensure application SLAs and availability targets are met.
- Support incident, change, and problem management processes.
- Create and maintain knowledge base articles and user guides.
- Provide on-call support during off-hours, as required.
Qualifications and Skills:
Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
Experience: 3+ years in application support or a similar role, with increasing levels of responsibility.
Technical Skills:
- Strong knowledge of SQL and relational databases (Oracle, SQL Server, MySQL, Postgres).
- Experience with application servers
- Familiarity with scripting languages (Shell, PowerShell, Python, Angular, React etc.).
- Basic understanding of APIs, system integration, and network protocols.
- Knowledge of monitoring/logging tools (e.g., Splunk, New Relic, Grafana).
Soft Skills:
- Excellent problem-solving and analytical abilities.
- Strong communication and interpersonal skills.
- Ability to manage multiple tasks and work under pressure.
- Detail-oriented with a commitment to quality and continuous improvement.
- Experience supporting cloud-based applications (AWS, Azure, google cloud).
- Exposure to DevOps tools (CI/CD, Jenkins, Git, bitbucket).
- Experience in Agile/Scrum environments.
Timings:
- USA based client timings.
- Availability on weekends/ public holidays / on call or office.
