Support Engineer - Software

Job Title:

Support Engineer – Software

Overview

Support Engineer – Software

Roles & Responsibility

• Provide L2/L3 technical support for enterprise and SaaS applications.
• Troubleshoot application, database, API, integration, and system issues.
• Analyze logs, reproduce defects, identify root causes, and provide solutions or workarounds.
• Manage incidents and service requests according to SLAs.
• Escalate complex issues to Engineering with detailed technical analysis.
• Collaborate with Development, QA, Product, and DevOps teams on production issues.
• Support deployments, upgrades, patches, and release validation.
• Maintain troubleshooting guides, knowledge articles, and technical documentation.
• Monitor application health and identify recurring issues.
• Participate in on-call support as required.
  

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent professional experience.
• 2–5 years of experience in technical support, application support, software engineering, or IT operations.
• Experience supporting enterprise or SaaS applications.
• Strong understanding of client/server architecture, web applications, REST APIs, and networking fundamentals.
• Experience working with SQL databases and writing basic to intermediate SQL queries.
• Familiarity with Windows and Linux operating systems.
• Experience using ticketing systems such as Jira, ServiceNow, Zendesk, or similar platforms.
• Excellent troubleshooting, analytical, and critical thinking skills.
• Strong written and verbal communication skills.
• Ability to prioritize multiple issues in a fast-paced environment while maintaining a high level of customer service.
• Willingness to work in a 24/7 environment
  

Preferred Skills & Experience

• Experience with AWS, Azure, or Google Cloud.
• Knowledge of Docker, Kubernetes, CI/CD, and DevOps practices.
• Experience with monitoring tools such as Splunk, Datadog, Grafana, or New Relic.
• Basic scripting knowledge in PowerShell, Bash, or Python.
• Familiarity with authentication protocols such as OAuth, SAML, or LDAP.
• ITIL Foundation certification is a plus