Application Support Engineer

About the role

As an Application Support Engineer within the Technical Support team, you will investigate and resolve application-related technical issues, analyse source code, review system logs, and support internal teams in maintaining product stability and service quality. You will work closely with Infrastructure, Software Development, Customer Support, and Business Development teams to resolve escalated incidents, identify root causes, improve troubleshooting processes, and enhance overall system performance.

Key responsibilities

Level 2 – Technical Support

• Investigate and troubleshoot application-related issues reported by customers and internal teams.
• Analyse application source code to support debugging and issue identification.
• Provide technical support to Customer Support and Business Development teams, including troubleshooting and technical clarification.
• Handle escalated support cases requiring deeper technical investigation.
• Replicate reported issues in the appropriate environment and determine whether they are valid software defects.
• Collect and analyse application logs, database records, error messages, and system behaviour.
• Document investigation steps, findings, workarounds, and resolutions in the relevant support or ticketing system.
• Develop and execute scripts, SQL queries, reports, or simple internal tools to support troubleshooting and operational requirements.
• Identify recurring application issues and provide structured feedback to Software Development and Infrastructure teams.
• Maintain and contribute to internal knowledge bases, troubleshooting guides, FAQs, and standard operating procedures.

Level 3 – Technical Support

• Conduct detailed root cause analysis (RCA) for critical, complex, or recurring application and system issues.
• Troubleshoot complex incidents using application logs, database queries, monitoring tools, system diagnostics, and source code analysis.
• Collaborate with Software Developers and Infrastructure Engineers to resolve application, database, integration, deployment, and infrastructure-related issues.
• Review technical findings and recommend permanent corrective and preventive actions.
• Monitor application health, service availability, system performance, scheduled processes, and integration status.
• Develop scripts, diagnostic utilities, testing tools, or automation solutions to improve troubleshooting efficiency.
• Support testing and validation of bug fixes, patches, system changes, and application releases.
• Participate in incident reviews and contribute to service reliability and process improvement initiatives.
• Document root causes, technical solutions, investigation workflows, known errors, and preventive measures.
• Provide technical guidance and knowledge sharing to Level 1 and Level 2 support personnel when required.

Job Requirements

Education & Experience

• Bachelor's Degree in Information Technology, Computer Science, Software Engineering, Programming, or a related field.
• Fresh graduates with relevant technical knowledge, internship experience, academic projects, or strong problem-solving skills are welcome to apply.
• Candidates with 1–2 years of experience in application support, technical support, software development, or a related technical role will have an added advantage.

Technical Skills

• Good knowledge of Java technologies, including Java SE, Java EE, JSP, and Spring Boot.

• Hands-on knowledge of MySQL, SQL queries, database troubleshooting, and data analysis.

• Familiarity with Angular, TypeScript, JavaScript, JDBC, and Hibernate.

• Ability to read, understand, and analyse application source code for troubleshooting purposes.

• Familiarity with development and database tools such as IntelliJ IDEA, Visual Studio Code, and DBeaver.

• Proficiency in Git for source code version control, repository management, and collaborative software development.

• Strong analytical, troubleshooting, and problem-solving skills.

• Ability to communicate technical findings clearly to both technical and non-technical stakeholders.

• Ability to work independently while collaborating effectively with cross-functional teams.

• Ability to manage multiple support cases and priorities in a fast-paced environment.

• Self-motivated, responsible, detail-oriented, and eager to learn new technologies.

• Good documentation, time-management, and follow-up skills.

• Willingness to work on a rotating shift schedule, including weekends or public holidays when required.

• Proficient in spoken and written English.