Consultant, AppSupport

Inviting applications for the role of Consultant, AppSupport
In this role, we are seeking a Senior AppSupport engineer who will be responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems (including the API) . This role is customer facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical (P1) incidents.

Responsibilities
Responsible for triaging & responding to, investigating and resolution of customer support tickets within SLAs
Responsible for troubleshooting customer queries using SQL and tools like Postman.
Should have some experience troubleshooting issues for distributed applications using containerized applications/message queues/distributed logging etc
Perform analysis of integration logic and system processes and provide adequately descriptive solutions and responses back to Customers.
Effectively document investigative steps and analysis to escalate technical issues to the Product and Engineering team (Tier 3).
Timely escalation of issues through the appropriate channels and hold those escalated to accountable for responding in accordance with SLAs.
Prioritize and manage multiple open tickets at one time.
Provide input towards general process improvement.
Investigate any identified issues with the implementation and then proactively drive resolution.
Participate in critical (P1) incident DDA / RCA by providing root cause analysis and identifying corrective actions as well as contributing to preventative measures.
Able to work in 247 shift model (including night shifts, weekend support).

Qualifications we seek in you
Minimum Qualifications / Skills
Bachelor s degree in business information systems (IS), computer science or related field, or equivalent-related IT experience

Preferred Qualifications/ Skills
Experience in supporting mission-critical enterprise software systems, applications and/or services including UI, APIs and REST services with deep understanding of server-side and middle-tier technologies.
Experience in writing basic SQL queries, Postman API and interpreting critical system metrics to diagnose, debug and root-cause application, systems and connectivity issues.
Understanding of programming languages (.net, java), running utilities and tools to help solve end-user issues.
Experience in application monitoring tools (Splunk, Dynatrace, Sumo Logic etc.,).
Experience of messaging queue (AMQ, RabbitMQ etc.,) understanding and monitoring experience.
Should have experience on any platforms (either OS such as Windows/Linux or cloud like AWS/Axure).
Experience with Service Now and the support incident ticket lifecycle.
Excellent communication (written and verbal), customer facing, analytical and leadership skills.