Engineer

Job Description

Mobile Application Support Specialist Job Description & Responsibilities Job Title: Mobile Application Support Specialist Job Description We are seeking a detail-oriented and proactive Mobile Application Support Specialist to join our dynamic team. The ideal candidate will be responsible for responding to and resolving incidents related to mobile applications and backend API/integration services developed for our Yard Management applications. You will play a critical role in ensuring the smooth operation of our applications and services by providing timely and effective support to our users. You will be responsible for responding to and resolving incidents based on established Service Level Agreements (SLAs), prioritizing major incidents (P1 and P2) and handling non-major incidents (P3 and P4) with the same level of professionalism and commitment to customer satisfaction. Key Responsibilities IOS Mobile app development Monitor and manage incoming incidents in our ticketing system, prioritizing based on severity (P1/P2/P3/P4). Responsible for bug fixing & support existing features of mobile app & java backend API Respond to incidents related to mobile applications and backend services, whether logged in ServiceNow or communicated via email to the support team. Respond promptly to major incidents (P1 and P2) affecting mobile applications and backend services, ensuring rapid resolution to minimize impact on business operations. Investigate and troubleshoot issues reported by users, utilizing diagnostic tools and methodologies. Collaborate with cross-functional teams, including developers, QA engineers, and product managers, to resolve application incidents promptly. Analyze incident trends and provide recommendations for potential improvements or preventative measures. Document incident resolutions and maintain accurate records in ServiceNow for future reference and compliance purposes. Provide education and support to end-users regarding application functionality, features, and best practices. Assist in testing new features or updates related to mobile applications to ensure they meet quality standards. Stay current with mobile application support practices, emerging technologies, and industry trends. Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent work experience. 3+ years of experience in IT app development & support, with a focus on mobile applications, APIs, or integration services. Proficiency in using ticketing systems, preferably ServiceNow, to track incidents and manage user support requests. Strong understanding of mobile application architectures and backend integration services. Strong Experience with development, maintenance, support & troubleshooting mobile applications on iOS platforms (iOS, iPadOS). Familiarity with API testing tools (e.g., Postman, SoapUI) and methodologies. Effective communication skills, with the ability to explain technical concepts to non-technical users. Strong problem-solving skills, attention to detail, and a customer-centric approach. Ability to work both independently and collaboratively in a fast-paced environment. Skills Technical Skills Proficiency in mobile application development for iOS & iPadOS Proficiency in API development using Java/Spring/Springboot & API integration for mobile apps Proficiency in mobile application troubleshooting (iOS & iPadOS) and backend API/integration services. Familiarity with incident management tools (e.g., Jira, ServiceNow, and similar) and monitoring tools (e.g., Dynatrace, Splunk). Solid understanding of backend technologies (RESTful APIs, microservices, etc.) and database management (SQL, Sybase). Must be familiar with MDM tools such as Microsoft Intune Experience with incident management tools (preferably ServiceNow). Soft Skills Excellent communication and interpersonal skills. Strong analytical and troubleshooting capabilities. Ability to multitask and manage time effectively. High level of organization and attention to detail. Adaptability to changing technologies and processes. Preferred Qualifications Experience working in the logistics, transportation, or yard management industries. Familiarity with mobile application development processes and methodologies (Agile, Scrum) ITIL certification is a plus.