Applications Support Engineer - Java (4-6 yrs)

Job Description :

As an Application Support Specialist, you will be responsible for providing technical support to customers using our SaaS eCommerce platform. This includes troubleshooting, diagnosing, and resolving technical issues related to the application, as well as ensuring high levels of customer satisfaction. You will work closely with our development and customer support teams to ensure smooth operations and continuous improvement of our platform.

Essential Qualifications and Primary Duties :

- Provide technical support for our SaaS eCommerce platform developed using Java, JBoss, Tomcat, Oracle, and MySQL.

- Troubleshoot and resolve customer-reported issues, including application errors, performance issues, and connectivity problems.

- Investigate and analyze complex technical problems, proposing effective solutions.

- Collaborate with the development team to identify and fix application defects or performance bottlenecks.

- Document technical solutions and create knowledge base articles for common issues.

- Communicate with customers via phone, email, or other communication platforms to understand their concerns and provide assistance.

- Participate in incident management and escalation processes, ensuring issues are addressed in a timely manner.

- Conduct root cause analysis to identify recurring issues and propose preventative measures.

- Stay current with industry best practices, tools, and technologies related to SaaS eCommerce support.

Desired Skills :

- Experience with latest Java frameworks for data persistence and application development.

- Familiarity with JavaServer Faces (JSF) for building Java web applications.

- Cloud knowledge with GCP, AWS, or Azure for deploying and managing applications in cloud environments.

Key Competencies :

- Excellent communication skills, both verbal and written, to effectively collaborate with team members, stakeholders, and clients.

- Strong problem-solving abilities with attention to detail and a proactive approach to resolving issues.

- Ability to work independently and as part of a team in a fast-paced environment.

- Flexibility and adaptability to handle changing priorities and requirements.

- Willingness to continuously learn and stay updated with industry trends and technologies.

- Customer-focused mindset with a commitment to delivering high-quality solutions that meet user needs.

- Strong knowledge of Java and application servers like JBoss and Tomcat.

- Experience with relational databases, particularly Oracle and MySQL.

- Familiarity with eCommerce platforms and their associated technologies.

- Experience with ticketing systems, incident management, and escalation processes.

Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- 4-6 years of experience in application support or technical support roles, preferably with SaaS products.

Bonus Qualifications :

- Familiarity with Agile development methodologies.

- Experience with other frontend and Java frameworks or libraries.

- Knowledge of additional database systems beyond Oracle and MySQL.

- Familiarity with project management tools like Jira, version control systems like GitHub, container orchestration tools like Kubernetes, and CI/CD tools for automated deployment.