Quantum Phinance - Application Support Engineer

Key Responsibilities

• Acknowledge and log user queries received via phone, email, or support portal.
• Create, categorize, and prioritize support tickets appropriately.
• Monitor the full lifecycle of tickets, ensuring timely resolution within agreed SLAs.
• Escalate unresolved or critical issues to appropriate internal teams.
  

Troubleshooting & Root Cause Analysis

• Diagnose and replicate reported issues in test environments.
• Analyze system behavior, logs, and data to identify root causes.
• Coordinate with product, development, and QA teams to confirm and resolve issues.
  

Client & Stakeholder Communication

• Act as the primary contact for assigned client issues and feature requests.
• Provide regular updates and maintain transparent communication with both internal and external stakeholders.
• Clearly articulate timelines, dependencies, and any additional effort or cost implications.
  

Training & Onboarding

• Support the onboarding of new users by setting up accounts and conducting training.
• Deliver ongoing training sessions to enhance product adoption and user competence.
• Help users understand product features, workflows, and calculations relevant to their roles.
  

Documentation & Knowledge Management

• Document issues, resolutions, FAQs, and best practices for internal knowledge sharing.
• Prepare and maintain business requirement documents (BRDs), user manuals, and support records.
• Maintain audit-ready documentation and provide evidence during internal or external reviews.
  

Product & Change Request Support

• Capture enhancement requests or change requirements based on user feedback.
• Collaborate with internal teams to scope and plan new features.
• Track and communicate progress of approved changes to clients.
  

Infrastructure & Installation Support

• Assist clients with software installation, configuration, and infrastructure-related queries.
• Coordinate with internal tech teams to resolve environment-specific Skills & Qualifications :
• Bachelors degree in Computer Science, Information Systems, Finance, or a related field.
• 2+ years of experience in application or product support roles.
• Excellent logical reasoning and analytical skills.
• Strong quantitative aptitude to perform Excel calculations.
• Interest in the finance domain and financial calculation logic.
• Excellent written and verbal communication skills.
  

Technical Skills

• Operating Systems : Proficiency in Windows and Linux/Unix environments.
• Databases : Strong SQL skills for querying, analyzing, and manipulating data (e.g., MS SQL Server, PostgreSQL, MySQL, Oracle).
• Scripting : Basic scripting knowledge (e.g., Python, PowerShell, Bash) for automation and data analysis is a plus.
• Monitoring Tools : Familiarity with application performance monitoring (APM) tools (e.g., Splunk, ELK Stack, Nagios, Grafana) for log analysis and system health checks.
• Cloud Platforms : Exposure to cloud services (e.g., AWS, Azure, GCP) and understanding of cloud-based application deployment concepts.
• Networking Basics : Fundamental understanding of networking concepts (TCP/IP, HTTP/S, DNS) for diagnosing connectivity issues.
• ITSM Tools : Experience with IT Service Management (ITSM) platforms (e.g., Jira Service Desk, ServiceNow, Zendesk) for ticket management and workflow automation.
• Web Technologies : Basic understanding of web application architecture, including APIs (REST/SOAP) and common web protocols