Support Engineer

Overview:

• Leading

  AI-driven Global Supply Chain Solutions Software Product Company

  and one of Glassdoors “

  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:

Support Engineer

Key Responsibilities:

• Provide L1/L2 support for enterprise applications and platforms hosted in the 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.
• 3–10 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.