Job Summary

We are seeking a highly motivated and detail-oriented Application Support Engineer to join our team. The ideal candidate will be responsible for monitoring, troubleshooting, and maintaining the health and performance of our business-critical applications. You will act as the first point of contact for application-related issues, ensuring timely diagnosis, resolution, and communication with stakeholders. This role requires a combination of technical expertise, strong problem-solving skills, and excellent communication abilities.

Key Responsibilities

• Incident Management:
  • Respond to and resolve application issues within SLA-defined response and resolution times.
  • Investigate, troubleshoot, and resolve reported application problems, including performance degradation and unexpected behavior.
  • Escalate unresolved issues to development, DevOps, or vendor support teams as necessary.
• Monitoring and Maintenance:
  • Proactively monitor application performance and stability using monitoring tools.
  • Perform regular health checks and implement preventive measures to reduce downtime and recurring issues.
• Problem Management:
  • Conduct root cause analysis (RCA) for critical incidents and work on long-term solutions.
  • Document recurring issues and suggest improvements to prevent them.
• Collaboration:
  • Work closely with developers, database administrators, and infrastructure teams to resolve application-related issues.
  • Communicate effectively with stakeholders, providing updates on issue resolution and application statuses.
• Change and Release Support:
  • Support application deployments, updates, and configuration changes.
  • Validate application changes in staging environments before production releases.
• Knowledge Management:
  • Maintain and update the knowledge base with troubleshooting guides, procedures, and known issues.

Required Skills and Qualifications

• Technical Skills:
  • Strong knowledge of application troubleshooting and debugging.
  • Proficiency in SQL and database management systems (e.g., SQL Server, MongoDB).
  • Familiarity with Linux/UNIX and Windows operating systems.
  • Experience with monitoring tools like Splunk, AppDynamics, or similar systems.
  • Basic knowledge of networking concepts (DNS, firewalls, load balancers).
  • Scripting experience (e.g., Shell, Python) is a plus.
• Soft Skills:
  • Excellent analytical and problem-solving skills.
  • Strong verbal and written communication skills to interact with both technical and non-technical users.
  • Ability to prioritize tasks under pressure and manage multiple incidents simultaneously.
  • Customer-focused mindset with a commitment to delivering high-quality support.