Application Support Engineer

Position Summary

The Technical Support Engineer is responsible for providing Level 1 and Level 2 technical support for enterprise applications and internal systems. This role focuses on diagnosing and resolving application issues, monitoring system health, supporting production environments, and ensuring business continuity through timely incident management and stakeholder communication.

The ideal candidate possesses strong analytical and troubleshooting skills, demonstrates a customer-focused mindset, and works collaboratively with cross-functional technical teams to maintain system availability, operational excellence, and service quality.

Key Responsibilities Technical Support & Incident Management

●      Provide Level 1 and Level 2 support for enterprise applications, CMS platforms, and integrated systems.

●      Diagnose, troubleshoot, and resolve application, software, configuration, and basic infrastructure-related issues.

●      Log, prioritize, track, and manage incidents through the organization's ticketing system while meeting defined Service Level Agreements (SLAs).

●      Escalate complex technical issues to senior engineers or relevant technical teams when required.

●      Document troubleshooting procedures, resolutions, and known issues within the knowledge base.

●      Participate in production support activities and assist in resolving critical incidents during deployments and maintenance windows.

System Monitoring & Maintenance

●      Monitor application health, system performance, and application logs.

●      Assist with application deployments, software updates, maintenance activities, and patch implementation.

●      Perform routine system health checks and backup verification.

●      Identify recurring operational issues and recommend preventive or permanent solutions.

●      Support continuous system availability and operational stability.

Cross-Functional Collaboration

●      Collaborate with Frontend, Backend, CMS, AI/ML, and Database teams to resolve technical issues.

●      Coordinate with DevOps teams during deployments and production support activities.

●      Work closely with QA/SQA teams to reproduce, validate, and verify reported defects.

●      Support Project Management by providing technical updates, root cause analysis, and issue resolution progress.

Customer & Stakeholder Communication

●      Communicate technical issues and resolutions clearly to internal stakeholders.

●      Provide timely updates regarding incidents, service requests, and ticket status.

●      Ensure compliance with established service standards, response times, and operational procedures.

●      Maintain professionalism while supporting business users and technical teams.

Required Qualifications

●      Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related discipline.

●      1–2 years of experience in Technical Support, Application Support, or Production Support.

●      Understanding of web applications, REST APIs, and database fundamentals.

●      Experience using ticketing or incident management systems.

●      Basic knowledge of SQL and database querying.

●      Basic understanding of cloud platforms and server infrastructure.

●      Familiarity with Windows and Linux operating systems.

●      Familiarity with Agile development methodologies.

●      Strong analytical and troubleshooting skills.

Preferred Qualifications

●      Experience supporting SaaS or enterprise applications.

●      Basic scripting knowledge (Python, Bash, or PowerShell).

●      Exposure to application monitoring, logging, and observability tools.

●      Familiarity with deployment processes and CI/CD concepts.

●      ITIL certification or familiarity with IT Service Management (ITSM) practices.

Technical Skills

●      Application troubleshooting and support

●      SQL fundamentals

●      REST APIs

●      Incident and problem management

●      Windows and Linux fundamentals

●      Cloud infrastructure awareness

●      Basic networking concepts

●      Log analysis and monitoring tools

●      Ticketing and incident management systems

Soft Skills

●      Strong analytical and problem-solving abilities

●      Excellent verbal and written communication skills

●      Customer-focused mindset

●      Ownership and accountability

●      Ability to work under pressure in a fast-paced environment

●      Effective time management and prioritization

●      Team collaboration and adaptability

●      Continuous learning mindset

Working Conditions

●      Mandatory weekend (Saturday and Sunday) work is part of this role.

●      Rotational and night shifts are required based on business and operational needs.

●      Shift timings are subject to change depending on production support, deployments, maintenance activities, and client requirements.

●      The role may require handling critical production incidents outside standard business hours.

●      Candidates should be comfortable working in a dynamic, fast-paced environment with changing priorities.