
Application Support Engineer
2 weeks ago
Position : Application Support Engineer
Experience : 3-6 Years
Location : Bangalore, India
Job Summary :
We are seeking a proactive and technically skilled Application Support Engineer with 3-6 years of experience to join our team. The ideal candidate will provide comprehensive first-level technical support for our customer-facing web and mobile applications. You will be the primary point of contact for diagnosing, troubleshooting, and resolving a wide range of technical issues, ensuring a seamless user experience. This role requires a strong blend of technical expertise, excellent communication skills, and a commitment to maintaining detailed documentation and providing valuable feedback to our engineering teams.
Key Responsibilities :
Technical Support & Troubleshooting :
- Provide direct, first-level technical support to customers through multiple channels including phone, email, and chat.
- Diagnose and troubleshoot technical issues related to the application, such as order processing failures, login problems, payment gateway errors, and data synchronization issues.
- Guide customers through step-by-step solutions for common problems and clearly explain technical concepts to a non-technical audience.
Issue Escalation & Resolution :
- Log, track, and manage all customer issues within the support database, ensuring accurate records of all interactions.
- Perform preliminary root-cause analysis for recurring or complex issues.
- Promptly and accurately escalate unresolved or complex issues to L2/L3 support teams or relevant engineering departments with detailed technical context.
Collaboration & Feedback Loop :
- Collaborate closely with cross-functional teams, including product, development, and QA, to ensure a seamless and integrated approach to customer issue resolution.
- Collect, analyze, and report on customer feedback to help inform product improvements and bug prioritization.
Required Skills
Core Experience :
- 3-6 years of experience in an Application Support or Technical Support role.
- Proven experience in troubleshooting and resolving technical issues related to web and mobile applications.
Technical Proficiency :
- Familiarity with application troubleshooting tools and concepts (inspecting browser console logs, API request/response analysis).
- Basic understanding of web technologies (HTML, CSS, JavaScript) and mobile operating systems (iOS, Android).
- Experience with support ticketing systems like Jira, Zendesk, or Freshdesk.
Soft Skills :
- Excellent communication skills (verbal and written) with a customer-centric approach.
- Strong problem-solving and analytical abilities.
Preferred Skills :
- Experience in the e-commerce or logistics domain.
- Knowledge of database queries (e.g., SQL) to troubleshoot data-related issues.
- Experience with monitoring tools like Splunk, Datadog, or New Relic.
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