Application Support Engineer

1 day ago

Hyderabad, India Sampoorna Consultants Pvt. Ltd Full time

Job Responsibilities : - Take end-to-end ownership of technical product issues, including troubleshooting, identification of root cause, and issue resolution and communication.- Manage technical escalations to the appropriate teams, ensuring timely response and resolution in accordance with SLAs.- Actively monitor, diagnose, and triage issues. Liaise closely with the team to ensure effective handling towards successful resolution.- Provide timely responses to internal and external technical client inquiries.- Ability to follow and improve Incident Managements processes and procedures.- Work with engineering and Product Management teams for resolution of customer issues- Serve as the technical subject matter expert (SME) for specific areas of the platform, taking co-ownership of design, implementation, and ongoing improvements.- Own and drive the resolution of complex technical challenges within your area of expertise, proactively identifying and mitigating potential risks.- - Actively contribute to roadmap planning, bringing deep technical understanding to product discussions and ensuring alignment between business goals and technical capabilities.- Troubleshoot software, connectivity, API, checking logs, data feeds, sources- Applying L1 fixes, restart system if down, add missing entities and conducting L2 root cause investigation.- Liaising with internal tech team, 3rd party tech team and client tech team for L2 and L3 issues. If interested, eventually contribute code fixes for simple issues (not required)Technical Competencies : - High proficiency in SQL and RDBMS.- Must be proficient with analyzing log files and standard debugging concepts.- Familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management.- Experience with modern monitoring and logging technologies - advantageNon-Technical Competencies : - Passion for solving customer issues in a fast-paced environment.- Strong problem solving and analytical skills.- Ability to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues.- Ability to influence others and work effectively across departments in the organization.- Experience with marketing platforms such as Google/Facebook Ads (nice to have)Minimum Qualifications : - Bachelor's degree in engineering or similar degree- 1 to 4 years of experience in customer-facing technical support (Web-based products or e-commerce preferred).- Good understanding of software applications, especially web-based applications & related technology.- Knowledge and understanding of SaaS-based applications. Hands-on experience would be an added advantage. (ref:hirist.tech)

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