Senior Application Support Engineer

2 months ago

Chennai, India Getinz Full time

Position Overview :


We are looking for an experienced Application Support Specialist to join our team. The successful candidate will provide Level 1 (L1) and Level 2 (L2) support to our in-house customers, ensuring smooth operation and maintenance of our applications. This role requires strong problem-solving skills, excellent communication, and the ability to work in the Eastern Standard Time (EST) zone. Experience with SQL queries is essential to support and troubleshoot the application :

- Experience : 2+ years of experience in an application support role, with a focus on L1 and L2 support.

- Technical Skills : Proficiency in SQL for query writing, troubleshooting, and data extraction. Knowledge of application monitoring tools is a plus.

- Communication : Strong verbal and written communication skills, with the ability to interact effectively with technical and non-technical users.

- Problem-Solving : Excellent analytical and problem-solving skills, with a keen eye for detail.

- Time Zone : Availability to work in the Eastern Standard Time (EST) zone.

- Customer Focus : A customer-oriented mindset with a commitment to delivering high-quality support.


Key Responsibilities :

- Provide L1 and L2 Support : Handle application issues and requests, providing first-line and second-line support. Troubleshoot and resolve incidents, escalating to higher levels when necessary.

- Customer Interaction : Interact with in-house customers to understand their needs, provide guidance, and ensure the timely resolution of their issues. Maintain a high level of customer satisfaction through professional and timely responses.

- Application Monitoring : Monitor application performance and availability, responding proactively to potential issues to prevent downtime and disruptions.

- Incident Management : Log, track, and manage incidents in the support ticketing system, ensuring they are resolved within SLA timelines.

- SQL Query Support : Utilize SQL queries to troubleshoot, analyze, and resolve application issues. Assist in the extraction of data for reporting purposes as needed.

- Collaboration : Work closely with other support teams, developers, and stakeholders to resolve complex issues and contribute to continuous improvement.

- Documentation : Maintain and update support documentation, including runbooks, knowledge base articles, and incident Qualifications :

- Experience with cloud-based applications or platforms.

- Familiarity with ITIL processes and incident management.

- Experience with ticketing systems like Jira, ServiceNow, or similar tools.


Why Join Us :

- Work with a dynamic team in a fast-paced, innovative environment.

- Opportunity to grow and develop your skills in a leading technology company.

- Competitive compensation and benefits package.

(ref:hirist.tech)

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