Allied Digital Services - Application Support Engineer - Ticketing System (5-7 yrs)

Job Description

APPLICATION SUPPORT ENGINEER DESCRIPTION :

Senior Application Support Engineer

Job Title :

Senior Software Support Engineer Department : IT Location : Vapi

Role Summary :

- The Senior Software Support Engineer plays a critical role in delivering high-quality support to enterprise clients.

- This position involves troubleshooting complex technical issues, mentoring junior team members, and collaborating with cross-functional teams to ensure client satisfaction and continuous improvement of software products.

- The ideal candidate is a skilled problem-solver with strong technical expertise, excellent communication skills, and a customer-focused mindset.

Key Responsibilities :

Technical Support

- Provide advanced technical support for complex software issues reported by customers, ensuring timely resolution and high customer satisfaction.

- Analyse, debug, and resolve issues related to application functionality, system integration, and performance.

- Reproduce and document bugs for the development team.

Customer Engagement :

- Act as a primary escalation point for high-priority or complex customer issues.

- Collaborate directly with customers to gather requirements, explain technical solutions, and provide best-practice guidance.

- Develop and maintain strong relationships with IT team and other business stakeholders.

Team Collaboration :

- Work closely with development management teams to prioritize and resolve product issues.

- Provide insights and feedback to product teams for feature improvements and enhancements.

- Serve as a bridge between technical teams and non-technical stakeholders.

- Mentorship and Training

- Mentor junior support engineers, providing guidance on technical issues and best practices.

- Conduct knowledge-sharing sessions and create internal documentation to build team expertise.

Process Improvement :

- Identify recurring issues and work with teams to implement long-term solutions.

- Ensure all tickets are logged and maintained in ticketing tool.

- Contribute to the creation and improvement of internal support tools, processes, and resources.

Required Skills and Experience :

- Bachelor's degree in computer science, Information Technology, or a related field (or equivalent work experience).

- 5+ years of experience in software support, technical support, or a related field.

- Expertise in diagnosing and resolving issues in one or more of the following areas:

- Web applications, APIs, or client-server architecture.

- Databases (SQL, NoSQL, MariaDB, MySQL).

- Networking and system configurations.

- Proficiency in scripting or programming (e.g , Python, Node JS,React JS, Laravel, Next JS).

- Familiarity with tools like ticketing systems (Zendesk, Jira), monitoring systems, and log analysis tools.

- Strong verbal and written communication skills with the ability to explain complex technical concepts to non-technical audiences.

- Experience working in a SaaS or cloud-based environment.

- Knowledge of DevOps practices

Key Competencies :

- Leadership and strong Interpersonal skills

- Exceptional problem-solving and analytical skills.

- Ability to work independently and as part of a team.

- Strong customer service orientation.

- Ability to manage multiple priorities under pressure.

KRA:

Senior Application Support Engineer Job Title: Senior Software Support Engineer Department: IT Location: Vapi Role Summary The Senior Software Support Engineer plays a critical role in delivering high-quality support to enterprise clients.

This position involves troubleshooting complex technical issues, mentoring junior team members, and collaborating with cross-functional teams to ensure client satisfaction and continuous improvement of software products.

The ideal candidate is a skilled problem-solver with strong technical expertise, excellent communication skills, and a customer-focused mindset.

Key Responsibilities Technical Support

Provide advanced technical support for complex software issues reported by customers, ensuring timely resolution and high customer satisfaction.

Analyse, debug, and resolve issues related to application functionality, system integration, and performance.

Reproduce and document bugs for the development team.

Customer Engagement

Act as a primary escalation point for high-priority or complex customer issues.

Collaborate directly with customers to gather requirements, explain technical solutions, and provide best-practice guidance.

Develop and maintain strong relationships with IT team and other business stakeholders.

Team Collaboration

Work closely with development management teams to prioritize and resolve product issues.

Provide insights and feedback to product teams for feature improvements and enhancements.

- Serve as a bridge between technical teams and non-technical stakeholders.

Mentorship and Training :

- Mentor junior support engineers, providing guidance on technical issues and best practices.

- Conduct knowledge-sharing sessions and create internal documentation to build team expertise.

Process Improvement :

- Identify recurring issues and work with teams to implement long-term solutions.

- Ensure all tickets are logged and maintained in ticketing tool.

- Contribute to the creation and improvement of internal support tools, processes, and resources.

Required Skills and Experience :

- Bachelor's degree in computer science, Information Technology, or a related field (or equivalent work experience).

- 5+ years of experience in software support, technical support, or a related field.

- Expertise in diagnosing and resolving issues in one or more of the following areas:

- Web applications, APIs, or client-server architecture.

- Databases (SQL, NoSQL, MariaDB, MySQL).

- Networking and system configurations.

- Proficiency in scripting or programming (e.g, Python, Node JS,React JS, Laravel, Next JS).

- Familiarity with tools like ticketing systems (Zendesk, Jira), monitoring systems, and log analysis tools.

- Strong verbal and written communication skills with the ability to explain complex technical concepts to non-technical audiences.

- Experience working in a SaaS or cloud-based environment.

- Knowledge of DevOps practices

Key Competencies :

- Leadership and strong Interpersonal skills

- Exceptional problem-solving and analytical skills.

- Ability to work independently and as part of a team.

- Strong customer service orientation.

- Ability to manage multiple priorities under pressure.