Application Support Engineer

JD for Technical Support Engineer

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( We are looking for Banking domain with Immediate joiner or 15 days notice period )

Job Overview:

We are looking for a skilled and motivated Technical Support Engineer with 3–5 years of experience in supporting IT applications. This role demands strong problem-solving capabilities, log analysis skills, and familiarity with both technical tools and functional workflows—especially in the banking or mobile application domain. You will work closely with internal and external stakeholders, handle real-time issues, and contribute to service continuity across a 24/7 support environment.

Key Responsibilities:

• Manage support tickets and incidents using tools such as Jira, ServiceNow, Remedy, Zendesk, or similar platforms.
• Perform in-depth log analysis using tools like Coralogix, Sumo Logic, AWS CloudWatch, GCP Logs, Azure Logs, etc.
• Monitor application health using dashboards and alerting systems; escalate anomalies appropriately.
• Analyze and troubleshoot issues reported on mobile applications, preferably in the banking domain.
• Understand and support business workflows related to SIM binding, UPI registration and transaction flows, debit card issuance, bank transfers, account opening process
• Write and execute basic and advanced SQL queries to retrieve data and support issue investigation.
• Learn from senior team members and quickly ramp up to work independently on recurring support issues.
• Collaborate with both technical and non-technical stakeholders to drive issue resolution and provide meaningful updates.
• Actively share learnings, solutions, and process knowledge with team members.
• Participate in rotational 24/7 shifts, including night, holidays and weekend shifts, as part of a six-day workweek.

Required Skills & Experience:

• Strong command of Linux basics and command-line tools for troubleshooting and investigation.
• Proficiency in SQL, including knowledge of joins, aggregations, filtering, and window functions.
• Working knowledge of incident/ticket management platforms (Jira, ServiceNow, Zendesk, Remedy).
• Hands-on experience in reading application/server logs, log investigation, trace issues with help of module logs and monitoring tools(e.g., Coralogix, Sumo Logic, AWS/GCP/Azure logs).
• Understanding of monitoring dashboards and alerting systems.
• Familiarity (no hands-on required) with tools like Sentry, Firebase, CleverTap, Grafana.
• Exposure to mobile application troubleshooting, preferably in banking/fintech.
• Clear understanding of UPI, SIM binding, debit card, transaction workflows and account opening flows.
• Excellent interpersonal and communication skills; ability to collaborate across teams.
• A strong team player who proactively shares knowledge and contributes to collective success.
• Willingness to work in a 24x7 support model with rotational shifts.

Preferred Qualities:

• Prior experience in mobile banking application support.
• Familiarity with ITIL / ITSM practices and structured incident management processes, escalation process.
• Ability to work under pressure and manage multiple priorities effectively and provide time updates on ticket with good documentation.

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