Application Support Engineer

What You'll Do

Incident Response & SLA Compliance

● Monitor application health and incoming support tickets throughout your shift window
● Acknowledge, triage, and respond to incidents promptly in accordance with contractual SLAs
● Determine severity, route accordingly, and escalate to senior engineers when warranted
● Coordinate with the client's infrastructure team for issues involving data warehouse or platform dependencies
● Maintain a clear record of all incident activity and resolution steps in JIRA

Bug Fixes & Change Requests

● Diagnose and resolve application defects in Python-based data pipelines and application logic
● Implement small-to-medium change requests from the client backlog, spanning Finance, Marketing, and Acquisition use cases
● Manage deployments across staging and production environments, following pull-request and branch protocols
● Write clean, testable code and document all changes for audit and knowledge transfer

User Support & Communication

● Serve as a responsive, professional point of contact for client stakeholders and business end users
● Translate business user questions into clearly scoped technical tickets
● Communicate proactively on status — users expect timely updates throughout resolution, not just at the end
● Escalate appropriately to the senior engineering team when issues exceed scope or complexity

Team Collaboration & Handoffs

● Work in close coordination with the incumbent developer team — leverage their deep codebase knowledge and escalate to them judiciously
● Maintain detailed JIRA ticket notes and status updates for full team visibility across time zones
● Participate in regular syncs with the lead engineer and client technical leads
● Coordinate clean shift handoffs with the second contractor to ensure no coverage gaps
● Surface recurring issues, data-quality patterns, and emerging technical debt to leadership

Tech Stack

You'll work across the following environment. Required skills are listed first; familiarity with the "good to have" tools is a meaningful differentiator.

Required

Category Tools / Technologies Context

Languages & Frameworks Java / Spring Boot, SQL, PostgreSQL, Angular
Primary application stack for development and pipeline work

Cloud & DevOps AWS
Production infrastructure; deployment and environment management

Data Warehouse Snowflake
Primary source for forecasting data inputs

Ticketing / Workflow JIRA
All incidents, bugs, and change requests tracked here

Infrastructure Staging / Production environments
Separate DB environments; deployment process involves PRs and branch management

Domain Financial forecasting & analytics
Subscription revenue, curve modeling, scenario planning for a global media company

Good to Have

Analytics Platforms SAP Analytics Cloud (SAC)
Downstream consumer of FAST output; SAC handoff is a key integration point

Visualization Tableau
Used by client business teams; impacted by FAST data accuracy

What We're Looking For

Required

● 3+ years of software engineering experience, with hands-on Python and SQL
● Demonstrated ability to diagnose and resolve bugs in live production data applications
● Experience working within a ticket-driven support or operations workflow (JIRA or equivalent)
● Able to work independently during late-night IST hours — sound judgment on when to escalate is essential
● Strong written and verbal communication in English; direct interaction with enterprise client stakeholders
● Available to reliably cover evening–overnight IST hours, Mon–Fri (standard shift ends ~2:30 AM IST; extended coverage model requires availability until ~6:30 AM IST)

Strongly Preferred

● Experience with data pipelines, ETL processes, or analytics engineering
● Familiarity with BigQuery and/or Snowflake
● Prior work on financial, media, or subscription-business analytics applications
● Exposure to SAP Analytics Cloud or similar enterprise BI platforms
● Experience supporting enterprise software for non-technical business users

Honestly a Plus

● Background in financial forecasting, FP&A tools, or subscription revenue modeling
● Prior experience in a managed services or client-facing consulting environment

What Success Looks Like

In the first 30 days:

● You've onboarded to the FAST codebase and can independently triage incoming support tickets
● You're tracking all work in JIRA with clear, accurate status notes
● You've established a reliable handoff rhythm with the second contractor

By 90 days:

● SLA compliance is consistently at or above contractual targets on your shift
● You're independently resolving the majority of incidents, escalating to senior engineers only when genuinely needed
● Client stakeholders recognize you by name and communicate with you directly

Ongoing:

● You're proactively surfacing recurring issues, data-quality patterns, and technical debt to leadership
● Change request implementations are clean, tested, and deployed without rollbacks

Pay: ₹300,000.00 - ₹1,200,000.00 per year

Benefits:

• Provident Fund
• Work from home

Application Question(s):

• What is your current CTC (in LPA)?
• What are your expected CTC (in LPA)?
• How many years of total relevant experience do you have in application support engineering?
• What is your current notice period? Please mention the number of days.

Work Location: Remote