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

Job Title:

Location:

Experience:

Budget:

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.