IN-Support Engineer 2

Job Title: Support Engineer Job Type: Full-time ________________________________________ Overview: • Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work” • Seeking an astute individual that has a ability to be hands-on with the broader teams as part of the development/deployment and maintenance cycle, and good knowledge of industry best practices, with the ability to implement them working with customers and internal platform, and the product teams. ________________________________________ Job Summary: We are seeking a dedicated and detail-oriented Support Engineer to join our global support team. In this role, you will be responsible for monitoring, troubleshooting, and resolving application-related issues, ensuring high availability and performance of critical business systems. The ideal candidate will have strong problem-solving skills, the ability to work independently, and a passion for providing exceptional support to end users and internal stakeholders. ________________________________________ Key Responsibilities: • Provide L1/L2 support for enterprise applications and platforms hosted in cloud platform. • Monitor application health, logs, and alerts to proactively identify issues. • Learn and Adopt AI enabled tools/techniques for quick and effective solutions • Investigate and resolve user-reported incidents within defined SLAs. • Perform routine operational tasks such as application restarts, configuration changes, and deployment validations. • Coordinate with internal technical teams and external vendors for issue resolution. • Document incidents, solutions, and standard operating procedures (SOPs). • Participate in root cause analysis and contribute to continuous improvement initiatives. ________________________________________ Required Qualifications: • Bachelor's degree in Computer Science, Information Technology, or a related field. • 1–3 years of experience in application or IT support roles. • Familiarity with ticketing tools (e.g., ServiceNow, Salesforce, Jira) and monitoring tools (e.g., Splunk, AppD, Grafana). • Strong troubleshooting and analytical skills. • Good understanding of SQL and scripting (e.g., Shell, Python) is a plus. • Excellent verbal and written communication skills. ________________________________________ Work Schedule: Rotational Shifts • This role involves rotational shifts, including night shifts, to provide 24/7 application support. • Flexibility to work weekends and public holidays as per shift schedule. • Ability to handle responsibilities independently during off-hours. ________________________________________ Preferred Qualifications: • Experience in supporting SaaS or cloud-based applications. • ITIL Foundation certification. • Prior experience working in a global support environment.