Senior Software Support Engineer - Ticketing System (5-20 yrs)

Job Description

We are looking for a skilled Senior Software Support Engineer to lead and manage technical operations, ensuring seamless application support and operational excellence. The ideal candidate will act as a backup for the Technical Operations Manager and an escalation point for application support teams, driving efficiency and customer satisfaction.

Key Responsibilities :

- Supervise and manage a team of support engineers, ensuring timely problem resolution and operational outcomes.

- Assign, monitor, and prioritize support tickets (JIRA), ensuring SLA/OLA adherence across 24/7 shifts.

- Collaborate with developers, QA, Release, and Implementation teams to resolve issues and enhance the customer experience.

- Implement cross-functional training, knowledge-sharing, and job shadowing within the team.

- Maintain and update technical documents, knowledge base articles, and procedures.

- Contribute to scrum sessions, technical support improvements, and represent support teams on global platforms.

- Provide pre- and post-release technical support for major SaaS updates.

- Identify opportunities for continuous improvement in processes and operations.

Required Skills and Experience :

- years of experience in enterprise application support (L3 level).

- Proficiency in SQL, Linux/Unix, and debugging tools.

- Familiarity with Java, GIT, IntelliJ, JIRA/Zendesk, Bitbucket, Jenkins, JBoss Application Server, Apache, Oracle, JSP, CSS, XML, HTML, AngularJS.

- Expertise in FTP setup, support, and troubleshooting (e.g., FTP, FTPS, SFTP, PGP encryption).

- Strong analytical, innovative, and problem-solving skills.

- Excellent written and verbal communication abilities.

- Proven ability to lead, mentor, and manage teams in a fast-paced environment.

- Strong analytical and problem-solving skills with a focus on innovation and process improvement.

Soft Skills :

- Strong analytical and problem-solving skills.

- Excellent communication and interpersonal skills.

- Ability to multitask and manage priorities effectively in a fast-paced environment.

- A proactive approach to learning new technologies and staying updated on industry trends.