Job description

Job Title: Application Support Engineer

Experience: 1-2 Years

Location: [Location]

Employment Type: Full-Time

About the Role

We are seeking a proactive and detail-oriented Engineering Support Engineer with 1-2 years of experience to join our support team. The ideal candidate will be responsible for monitoring production systems, analysing incidents, troubleshooting technical issues, ensuring service availability, and collaborating with cross-functional teams to provide timely resolutions and maintaining system reliability, stability, and performance.

Key Responsibilities

- Provide application and technical support for production environments.
- Monitor applications, services, and infrastructure to ensure high availability and performance.
- Investigate, diagnose, and resolve incidents within defined SLA's.
- Perform root cause analysis (RCA) for recurring issues and support preventive actions.
- Coordinate with Development, QA, Infrastructure, and Business teams for issue resolution.
- Execute system health checks and maintenance activities.
- Manage support tickets, track incident life-cycles, and provide regular status updates to stakeholders.
- Support application deployments, configuration changes, and release activities.
- Prepare operational reports, incident summaries, and knowledge base documentation.
- Participate in shift support, weekend support, and on-call rotations as required.

Required Qualifications

- Bachelor's degree in Engineering (B.E./B.Tech) in Computer Science, IT, Electronics, or related fields.
- 1-2 years of experience in Application Support, Production Support, Technical Support, etc.,
- Experience working in a 24x7 support environment is preferred.
- Understanding of ITIL processes, incident management, and change management practices.

Technical Skills

Must Have

- Strong SQL knowledge and ability to write queries for troubleshooting.
- Experience analysing application logs and troubleshooting production issues.
- Understanding of APIs, web services, and client-server architecture.
- Knowledge of Windows/Linux operating systems.
- Experience with monitoring tools like Grafana, Kibana, ELK, Dynatrace, etc.,
- Understanding of DevOps, CI/CD pipelines, and deployment processes.
- Familiarity with ticketing tools.
- TOOLS: Linux, SQL, Grafana, Prometheus, Loki, Kubernetes, AWS, CI/CD(GO-CD), Zenduty.

Good to Have

- Basic scripting knowledge (Shell scripting).
- Exposure to Cloud platforms such as Azure, AWS, or GCP.

Soft Skills

- Strong analytical and troubleshooting abilities.
- Excellent verbal and written communication skills.
- Ability to work under pressure and manage multiple priorities.
- Strong customer and stakeholder management skills.
- Good documentation and reporting capabilities.
- Collaborative mindset with a focus on continuous improvement.

Key Performance Indicators (KPIs)

- Incident response and resolution within agreed SLA's.
- Reduction in recurring production issues.
- Timely completion of RCA and problem management activities.
- System up-time and stability.
- Stakeholder and customer satisfaction.

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