Job
Description
We are seeking a proactive and technically skilled Application Support Engineer to join our team. The ideal candidate will be responsible for providing technical support and troubleshooting for our software applications, ensuring high availability and optimal performance. You will work closely with development, operations, and customer support teams to resolve issues, implement improvements, and maintain a stable application environment. This role requires strong problem-solving skills, excellent communication, and a passion for delivering exceptional customer service. Responsibilities Application Troubleshooting and Support : Respond to and resolve application-related incidents and requests in a timely manner. Diagnose and troubleshoot complex technical issues, including application errors, performance bottlenecks, and database issues. Provide technical support to internal and external users via phone, email, and ticketing systems. Monitor application performance and identify potential issues proactively. Incident Management Manage and prioritize incidents based on severity and impact. Document incident details, troubleshooting steps, and resolutions in a clear and concise manner. Escalate complex issues to development or other technical teams as needed. Participate in post-incident reviews to identify root causes and implement preventive measures. Application Monitoring And Maintenance Implement and maintain monitoring tools to track application performance and availability. Perform routine maintenance tasks, such as application updates, patches, and configuration changes. Ensure application security and compliance with company policies. Collaboration And Communication Work closely with development, operations, and customer support teams to resolve issues and improve application performance. Communicate effectively with stakeholders, including technical and non-technical users. Create and maintain technical documentation, including knowledge base articles and troubleshooting guides. Automation And Process Improvement Identify opportunities to automate repetitive tasks and improve support processes. Develop and maintain scripts and tools to streamline support operations. Contribute to the development of best practices for application support. Required Skills And Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). Proven experience in application support or a similar role. Strong troubleshooting and problem-solving skills. Experience with ticketing systems (e.g., Jira, ServiceNow). Familiarity with operating systems (e.g., Windows, Linux). Basic understanding of networking concepts (TCP/IP, DNS). Basic understanding of database systems (e.g., SQL). Excellent communication and interpersonal skills. Ability to read and understand code snippets from common languages. Basic understanding of cloud concepts. Preferred Qualifications Experience with application monitoring tools (e.g., Prometheus, Grafana, New Relic). Experience with scripting languages (e.g., Python, Bash). Experience with cloud platforms (e.g., AWS, Azure, GCP). Experience with containerization technologies (e.g., Docker, Kubernetes). Experience with CI/CD pipelines. ITIL certification. Experience with API testing tools like Postman (ref:hirist.tech) Show more Show less
