Application Support Engineer (Tier 2) – Infra & Tier 2 Support

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Role & Responsibilities

• Develop, maintain, and execute advanced SQL queries and shell scripts to automate recurring database clean-ups, system maintenance, and workaround processes.
• Utilize cloud-based operational tools and APIs to resolve downstream order processing issues and account repair scenarios.
• Manage monthly operational workflows, including report generation, fee reconciliation, and data feed validations.
• Coordinate and implement system adjustments for scheduled time changes and blackout events to ensure uninterrupted service continuity.
• Perform daily application health assessments, including URL accessibility and system sanity checks, while enhancing monitoring capabilities for proactive anomaly detection.
• Monitor key system components and service workflows to promptly identify and resolve performance bottlenecks, errors, and unexpected failures.
• Execute thorough pre- and post-deployment validations to ensure seamless application updates and minimal operational impact.
• Collaborate with development, DevOps, and interface teams to troubleshoot complex issues and drive timely resolutions.
• Handle exception management and ad-hoc account-related resolutions across multiple communication channels.
• Manage service package adjustments and ensure accurate service mapping and billing alignment.
• Act as a liaison between support and development teams, facilitating communication and escalation of critical application issues.
• Track and document escalated incidents through ticketing systems, ensuring transparency and follow-through until resolution.
• Troubleshoot and resolve issues related to service mapping, data collection feeds, and over-the-air system communications to maintain consistent service delivery.
  

Must-Have Skills

• Strong expertise in SQL and shell scripting for backend process automation and system health maintenance.
• Proficiency with cloud-based operational tools and APIs for issue resolution and system management.
• Experience managing complex monthly operational processes such as report generation and data reconciliation.
• Solid understanding of system monitoring best practices and ability to enhance monitoring frameworks for proactive issue detection.
• Skilled in deployment validations and supporting application update rollouts.
• Strong problem-solving skills to address workflow inefficiencies, system errors, and service interruptions.
• Excellent communication and collaboration skills for seamless cross-functional teamwork.
• Proven ability to manage ticketing workflows, track issue escalations, and maintain comprehensive documentation.
• Familiarity with service mapping, data feed management, and broadcast/streaming service operational concepts.
  

Desired Skills

• Experience with exception and account issue management in a complex service environment.
• Knowledge of operational adjustments related to scheduled time changes and their impact on system availability.
• Strong analytical skills to optimize recurring operational tasks and improve process efficiency.
• Proactive approach to monitoring, automating, and streamlining support workflows.
• Exposure to DevOps methodologies and collaborative development-support environments.
  

Mandatory

• Strong expertise in SQL and shell scripting to automate and maintain backend processes and ensure system health.