Senior Application Support Engineer

Job Title- Senior Application Support Engineer

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.

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.

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.