Application Support Engineer / Solution Enablement Engineer

Application Support Engineer / Solution Enablement Analyst

Summary: An experienced Product Support Engineer who is expertise in troubleshooting and

resolving issues related to software products, applications, and websites. Proficient in using various

tools, databases, and technologies to deliver high-quality support and ensure customer satisfaction.

Adept at collaborating with technical teams, diagnosing issues, and effectively communicating

solutions to end users.

Key Responsibilities:

• Product Enhancement: Collaborate closely with technical teams to enhance the quality of existing

products, ensuring they meet user needs and expectations.

• Issue Assessment & Diagnosis: Efficiently assess, classify, prioritize, and diagnose reported issues,

working collaboratively with cross-functional teams to reach timely resolutions.

• Database Querying: Utilize MySQL database for various activities related to issue resolution,

including querying and data analysis as required.

• Ticket Management: Manage and resolve 95% of issues and tasks within SLA using the Freshdesk

ticketing tool, ensuring a high level of customer satisfaction.

• Website & Application Support: Handle issues related to the websites and applications of

Nobrokerhood, providing timely and effective solutions.

• Documentation: Maintain comprehensive documentation of steps and procedures followed during

the RCA process using Confluence, ensuring a clear record of issue resolution methods.

• Technical Tools Proficiency: Skilled in using various tools and platforms, including Postman API,

Swagger UI, Elastic Stack, and MS Excel, to support issue diagnosis and resolution.

Technical Skills:

• Databases: MySQL
• Programming Languages: Core Java, HTML, CSS
• Tools: Swagger UI, Elastic Stack (ELK), Postman API, JIRA, Freshdesk, Confluence, Starship
• Operating Systems: Linux OS
• Other: Proficient in MS Excel

Desired candidate will have:

• Exceptional written and oral English skills
• Willingness to learn and multi-tasking skills.
• Confident at troubleshooting
• You are patient, empathetic, and passionately communicative
• Strong problem-solving and a desire to seek the root cause of an issue
• Experience working on tools such as JIRA, Excel.