Level 3 Application Support Engineer (ASE)

Job Description

Job Location: Kochi/Remote Responsibilities and Duties Provide expert-level support for complex application issues, ensuring timely and accurate resolution. Analyze and troubleshoot software and database problems, addressing both technical and non-technical stakeholders queries. Proficient in SQL, capable of writing complex queries, optimizing performance, and troubleshooting database issues. Collaborate with development teams to coordinate bug fixes and software updates, especially those related to database optimizations and schema changes. Monitor application and database performance, implementing improvements to enhance functionality and user experience. Develop and maintain comprehensive documentation for system configurations, database designs, processes, and service records. Mentor and support junior support engineers by sharing knowledge and best practices in SQL and database management. Participate in continuous improvement initiatives to enhance support processes and database tools. Manage escalated support tickets from Level 2 support and ensure compliance with SLAs, with a focus on database-related issues. Conduct root cause analysis for persistent or critical issues to prevent future occurrences, particularly those involving data integrity and database performance. Serve as a liaison between technical teams and other departments to support project implementations and ensure adherence to business and data requirements. Qualifications Bachelor s degree in Computer Science, Information Technology, or related field. Minimum of 5 years of experience in technical support, including at least 2 years in a Level 3 support role. Strong proficiency in SQL and experience with relational databases such as Oracle, SQL Server, MySQL, or PostgreSQL. Proficient in troubleshooting and resolving complex technical and database-related problems. Strong knowledge of IT operations, software applications, system security, and database management. Excellent analytical, problem-solving, and organizational skills. Outstanding communication skills, capable of explaining complex database issues to non-technical stakeholders. Experience with ITIL or other IT service management frameworks preferred. Ability to work under pressure in a fast-paced environment. Team-oriented attitude with a strong commitment to improving overall team effectiveness.