Application Support Engineer

Eagle Mobility is a fast-growing, cloud-native mobility technology platform. We build the high-concurrency backend infrastructure, real-time dispatch algorithms, and intelligent routing systems that power leading transportation applications across India, including RedTaxi Tamil Nadus premier ride-hailing platform. Our engineering ecosystem handles millions of real-time data points, connecting thousands of drivers and riders daily. As we scale our product portfolio, we are strengthening our support and incident management function and looking for Application Support Engineers who can be the trusted first point of contact for our internal teams.

The Role

We are seeking Application Support Engineers to act as the bridge between our internal customers, stakeholders, and product teams. You will listen to and understand reported issues, log and track them as incident tickets in Jira, analyse them to establish impact and probable cause, and work closely with product owners to identify the underlying issue and drive it to resolution. The ideal candidate combines sharp analytical thinking with clear, empathetic communication and a strong sense of ownership over every incident until closure.

Key Responsibilities:

• Issue Intake: Engage with internal customers and stakeholders to understand reported issues, ask the right clarifying questions, and capture complete, accurate details including steps to reproduce.
• Incident Ticketing: Create and maintain well-structured incident tickets in Jira with appropriate priority, severity, business impact, and supporting evidence such as screenshots and logs.
• Issue Analysis: Analyse application behaviour, data, and logs to triage issues — distinguishing user errors, data or configuration problems, and genuine product defects.
• Product Owner Collaboration: Work closely with product owners and engineering teams to identify the underlying issue, agree on ownership, and follow through to resolution.
• Communication & Follow-up: Keep reporters and stakeholders informed with timely, clear status updates; manage expectations and escalate as per defined SLAs.
• Trend & Knowledge Management: Identify recurring issues and patterns, maintain runbooks and known-issue documentation, and recommend permanent fixes to reduce repeat incidents.
• Process Adherence: Follow incident management workflows, prioritisation guidelines, and escalation procedures, and contribute to their continuous improvement.

Required Skills & Qualifications:

• Education: Bachelor’s degree in computer science, IT, or a related technical domain.
• Experience: 2–3 years in production support, application support, or technical support for software products.
• Ticketing Tools: Hands-on experience creating and managing incident tickets in Jira (or a similar tool) across the full incident lifecycle.
• Analytical Skills: Ability to triage issues methodically using application logs, dashboards, and intermediate, investigative SQL queries.
• Communication: Ability to run structured incident bridges, write executive-facing status updates under pressure, and produce clear post-incident reports.
• Process Knowledge: Working understanding of incident management concepts — priority, severity, SLAs, and escalation paths.
• Availability: Willingness to work on a shift basis and provide on-call support as required.
• Domain Exposure (preferred): Familiarity with web/mobile application ecosystems, REST APIs, and monitoring or alerting tools.

Why Join Us:

• Direct ownership of incident quality on a platform used across Tamil Nadu
• A maturing engineering organization where your analysis directly improves product reliability and customer experience
• A collaborative, on-site team in Coimbatore where you can learn quickly and grow into greater responsibility