Technical Support Engineer

Job Title:

Experience Level:

Key Responsibilities:

Application Deployment & Management:

• Manage the deployment of applications, including relevant upgrades and patches, across UAT, Production, and Disaster Recovery (DR) environments.
• Oversee the deployment and basic administration of databases.
• Ensure the continuous uptime and availability of applications, proactively identifying and resolving issues with minimal supervision.
• Coordinate with internal infrastructure teams for any machine, OS, firmware, or networking upgrades and patches, ensuring application compatibility and stability.

Technical Support & Troubleshooting:

• Serve as the first point of contact for internal teams regarding application availability and performance issues.
• Troubleshoot and resolve technical problems related to Linux, windows environments where the application is deployed.
• Escalate complex issues to the application vendor and coordinate with them to ensure timely resolution and maintain service level agreements (SLAs).

Security & Compliance:

• Coordinate with internal security teams to conduct Vulnerability Assessment and Penetration Testing (VAPT) and any compliance related evaluations pertaining to the application.
• Communicate findings from VAPT and compliance assessments to the application vendor.
• Track and ensure the closure of all identified security vulnerabilities and compliance concerns by liaising between internal teams and the vendor.

Automation & Process Improvement:

• Utilize basic automation tools like Selenium to streamline repetitive processes and testing activities.
• Work with API requests and understand network configurations, including IPs and ports, for effective troubleshooting and deployment.

Coordination & Communication:

• Demonstrate excellent communication and comprehension skills to effectively liaise with internal business users, technical teams, and external vendors.
• Facilitate testing and deployment cycles by coordinating activities between all relevant stakeholders.
• Verify with the vendor and internal teams that the application is working as expected after any upgrades or maintenance activities.

Required Skills and Qualifications:

Technical Skills:

• Experience with CRMNEXT application ecosystem, deployment etc would be preferable.

• Application/Web Servers : Tomcat, IIS, Apache, JBOSS etc.

• Operating Systems:

  Proficiency in

  Linux, Windows, MacOS

  .

• Databases:

  Hands-on experience with

  PostgreSQL, Oracle, MSSQL, MySQL, NoSQL

  deployment and knowledge of

  SQL/PL/SQL

  .

• Application Environment:

  Experience supporting java, .NET , python, Go etc. based applications.

• Security:

  Understanding of

  VAPT

  principles and processes.

• Automation:

  Basic knowledge of automation tools like

  Selenium, Cucumber, Browserstack etc.

• Knowledge of SSL, TLS v1.x etc is preferable.

• Networking: Understanding of IP addresses, and ports.

Experience:

• 3-7 years of experience in a technical support, application support, or system deployment role.

Soft Skills:

• Problem-Solving:

  Strong analytical and troubleshooting skills with the ability to work independently.

• Communication:

  Excellent written and verbal communication skills for effective coordination with technical and non-technical stakeholders.

• Ownership:

  A proactive mindset with a strong sense of responsibility for application uptime and stability.

• Collaboration:

  Ability to work effectively in a team-oriented, collaborative environment.

Location & Work Environment:

• Location:

  This is an in-office role based at our

  Mumbai

  location.

• Company-Provided Equipment:

  To ensure secure and uninterrupted access to the HSL internal environment, a company-owned hardened and secure laptop will be provided.

• Work Schedule & Availability:

  This role requires the flexibility to be available on weekends or during late evenings for planned patching, upgrades, and testing. Availability is also required on non-working days to participate in critical activities like application Disaster Recovery (DR) drills to ensure business continuity.

Educational Background:

Bachelor’s Degree in a Technical Field

• Computer Science

• Information Technology

• Software Engineering

• Master’s Degree (MCA, M.Tech, etc.)

  in a relevant field could be an added advantage, especially for candidates with less experience.

• Certifications

  : Any relevant certifications would be good to have.