Application Support Engineer

JD for Application Support Engineer

Job Title: Technical Support Engineer
Location: Rapipay Fintech Pvt Ltd, Noida 68, UP
Department: IT
Reports To: Tech Support Lead / Manager

Job Overview:

We are looking for a skilled and motivated Application Support Engineer with 1-2 years of experience in managing daily production issues, reviewing logs, handling escalations, writing SQL query (DDL/DML) and ensuring timely resolution of technical issues. The ideal candidate will have a strong technical background, an analytical mindset, and the ability to work collaboratively with business stakeholders to address and resolve issues effectively.
Key Responsibilities:

• Issue Management: Monitor, track, and resolve daily production issues within the defined turnaround time (TAT). Ensure proper escalation procedures are followed.
• Log Review and Analysis: Review system/application logs to identify root causes of issues, perform troubleshooting, and implement corrective actions.
• Escalation and Issue Resolution: Efficiently escalate critical issues and coordinate with cross-functional teams (development, infrastructure, etc.) to resolve them within stipulated TAT.
• Stakeholder Communication: Communicate with business stakeholders to provide timely updates on issue status, resolution progress, and ensure alignment on expectations.
• Incident Documentation: Maintain accurate documentation of incidents, issue resolutions, and common troubleshooting steps to facilitate knowledge sharing.
• Proactive Monitoring: Support proactive monitoring of applications/systems to identify potential issues before they impact business operations.
• Root Cause Analysis (RCA): Participate in Root Cause Analysis (RCA) for recurring issues and help implement long-term solutions to prevent reoccurrence.
• System Support: Provide ongoing support to production environments, ensuring high availability and minimal downtime.

Key Requirements:

• Education: Bachelors degree in Computer Science, Information Technology, Engineering (B-Tech/BE/MCA) or equivalent.
• Experience: 1-2 years of experience in technical support, application support, or system administration.
• Technical Skills:
• Hands-on experience with troubleshooting, log analysis, and issue resolution in production environments.
• Familiarity with server monitoring tools, databases, and application performance tools.
• Understanding of ITSM (IT Service Management) processes (Incident, Problem, Change Management).
• Basic knowledge of programming/scripting (e.g., Python, Shell, SQL) is a plus.
• Communication Skills: Strong verbal and written communication skills to interact with internal teams and business stakeholders.
• Problem-Solving: Excellent analytical and problem-solving skills with attention to detail.
• Time Management: Ability to prioritize tasks effectively and meet deadlines under pressure.
• Collaboration: Ability to work effectively in a team environment, collaborating with cross-functional teams.
• Tools: Familiarity with ticketing systems (e.g., JIRA, ServiceNow) and monitoring tools (e.g., Nagios, Splunk) is desirable.

Additional Skills:

• Knowledge of cloud technologies (AWS, Azure) and containerization (Docker/Kubernetes) is a plus.
• Experience with performance tuning and optimization is a plus.