Zinnov - Senior Software Support Engineer - LIMS
5 days ago
Position : Senior Software Support Engineer
Experience : 5- 8 Years
Location : Hyderabad, India
Job Summary :
You will be responsible for diagnosing and resolving complex application issues, driving process improvements through automation, and acting as a key point of escalation. This role requires exceptional troubleshooting skills, a deep technical understanding of relational databases and logging tools, and the ability to mentor junior engineers while maintaining a strong customer-centric focus.
Key Responsibilities :
- Provide expert-level Tier 1 and Tier 2 production support, meticulously prioritizing the workload and escalating complex technical problems to the next level of expertise as appropriate.
- Diagnose, address, and follow up on LIMS (Laboratory Information Management System) application issues by analyzing system logs, application logs, and stack traces.
- Perform comprehensive root-cause analysis (RCA) on recurring issues to identify underlying problems and implement permanent solutions or workarounds.
- Drive continuous process and automation improvements to optimize the support lifecycle, reducing manual effort and improving efficiency.
- Build and maintain a comprehensive knowledge base with detailed "How-To" and troubleshooting articles for both end-users and the support team.
- Initiate and lead technical design discussions within and across technical teams to improve application stability and supportability.
- Investigate and resolve issues by analyzing code, identifying root causes, and implementing temporary or permanent solutions.
- Participate in the on-call application production support rotation to ensure 24/7 system availability.
Required Skills & Qualifications :
- 7+ years of professional experience as an Application Support Specialist in a distributed team environment.
- Excellent verbal, listening, and written communication skills for effective collaboration and client interaction.
- Advanced troubleshooting abilities and strong collaboration skills with the ability to mentor and guide junior engineers.
- Expertise with relational databases (e.g., Oracle, MySQL) and advanced SQL skills for data validation and issue resolution.
- Proven experience with ticketing software and workflows (e.g., Salesforce CRM, Jira ServiceDesk, or ServiceNow), including implementing and improving automation functionality.
- Expertise with logging tools like Splunk, as well as deep knowledge of operating systems and application log analysis.
- Hands-on experience with API testing tools such as Postman, Insomnia, or cURL.
- A Bachelor's degree in Engineering, Computer Science, Management Information Systems, or equivalent years of industry experience.
Preferred Skills :
- Experience with scripting languages like Python or Bash for automation tasks.
- Familiarity with monitoring tools like Prometheus or Grafana.
- Knowledge of ITIL framework and service management best practices.
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