Junior Application Support Engineer

Job Summary

A leading EdTech software company is seeking a Junior Application Support Engineer to join its technical support team.

The selected candidate will be responsible for supporting educational software platforms, assessment systems, and related applications by handling customer tickets, troubleshooting technical issues, assisting clients and internal teams, and documenting solutions.

This role is suitable for a junior candidate who has good communication skills, basic technical knowledge, attention to detail, and a strong willingness to learn and grow within a software support environment.

Responsibilities

• Receive, handle, and follow up on customer support tickets through JIRA, email, phone, or online meetings.
• Communicate with customers to collect issue details and understand the problem clearly.
• Troubleshoot basic software, application, user access, and system-related issues.
• Escalate complex technical issues to senior support engineers, development, QA, or product teams when needed.
• Coordinate with internal teams to help provide accurate and timely solutions to customer issues.
• Provide remote or phone assistance to technicians and client-side teams during installation, configuration, and maintenance activities.
• Follow up with clients after issue resolution to confirm that the problem has been solved successfully.
• Maintain a professional, positive, and supportive relationship with clients.
• Document technical issues, solutions, workarounds, and frequently asked questions.
• Share recurring issues and customer feedback with senior team members and the Product team.
• Support the preparation of user guides, training materials, or simple support videos when needed.
• Follow the company’s support procedures, escalation process, and ticket documentation standards.

Requirements

Years of Experience

• 0–2 years of experience in technical support, application support, IT support, software support, or a similar role.
• Fresh graduates with strong technical and communication skills may also be considered.

Technical Skills

• Good ability to use computer applications and web-based systems.
• Good knowledge of Windows operating systems and basic troubleshooting.
• Basic knowledge of Microsoft Office tools, especially Word, Excel, and PowerPoint.
• Basic understanding of software installation and configuration.
• Familiarity with ticketing systems such as JIRA, ServiceDesk, Zendesk, Freshdesk, or similar tools is preferred.
• Basic knowledge of relational databases such as SQL Server, Oracle, or MySQL is preferred.
• Ability to write simple SQL queries is a plus.
• Basic understanding of web applications, user roles, permissions, and system workflows is preferred.
• Basic knowledge of MacOS is a plus.
• Experience with screen-recording or video editing tools is a plus.

Personal Skills

• Good communication skills in English, both written and spoken.
• Good customer handling and follow-up skills.
• Ability to work under pressure and manage multiple tasks.
• Good analytical and troubleshooting skills.
• Excellent attention to detail.
• Positive attitude and willingness to learn.
• Open to receiving constructive feedback.
• Ability to work within a team and follow guidance from senior team members.
• Good time management and sense of ownership.
• Ability to explain technical issues in a simple and clear way.

Preferred Background

• Bachelor’s degree in Computer Science, Information Systems, Engineering, Education Technology, or a related field.
• Previous internship or experience in software support, IT support, helpdesk, or customer support is a plus.
• Experience or interest in EdTech, LMS platforms, online exams, assessment systems, or educational software is preferred.