Application Support Engineer

Job Summary

We are looking for a skilled and motivated Application Support Engineer to join our team, specializing in CPQ (Configure, Price, Quote) and Custom Applications Support. You will serve as the second line of defense for complex technical issues, working closely with L1 support, development teams, and business stakeholders to ensure seamless application performance and user satisfaction.

Job Requirements

• Triage & resolve escalated L1 tickets related to CPQ platforms and custom applications within defined SLAs
• Diagnose and troubleshoot issues by analyzing logs, error traces, and system behavior to identify root causes
• Perform data fixes, configuration changes, and workarounds to restore service quickly
• Own incident management end-to-end — from escalation to resolution — including RCA documentation for P1/P2 incidents
• Manage CPQ configurations including product/pricing rules, approval workflows, and quote templates
• Collaborate with L3/Dev teams to drive permanent fixes for recurring issues and support patch/hotfix deployments
• Maintain documentation including SOPs, runbooks, knowledge base articles, and change logs
• Support user administration, role management, and permission sets across CPQ and custom apps
• Communicate proactively with stakeholders on issue status, impact, and resolution timelines
• Support CI/CD pipeline operations by monitoring build and deployment workflows, identifying failures, and coordinating fixes with the development team
• Assist in application deployments across environments (Dev, QA, UAT, Production) ensuring smooth releases with minimal downtime
• Monitor infrastructure and application health using tools like Splunk and trigger alerts for anomalies
• Manage and troubleshoot containerized workloads using Docker/Kubernetes and escalate environment-level issues to the DevOps/Infra team
• Participate in change management by reviewing deployment plans, validating post-deployment sanity checks, and supporting rollback procedures when needed
• Manage CPQ configurations including product/pricing rules, approval workflows, and quote templates
• Collaborate with L3/Dev teams to drive permanent fixes for recurring issues and support patch/hotfix deployments
• Maintain documentation including SOPs, runbooks, knowledge base articles, and change logs
• Support user administration, role management, and permission sets across CPQ and custom apps
• Communicate proactively with stakeholders on issue status, impact, and resolution timelines

Education

IC - Typically requires a minimum of 5 years of related experience in application support.