Senior Application Support Engineer

Job Description Job Title- Senior Application Support Engineer Role Summary : - The Senior Software Support Engineer plays a critical role in delivering high-quality support to enterprise clients. - This position involves troubleshooting complex technical issues, mentoring junior team members, and collaborating with cross-functional teams to ensure client satisfaction and continuous improvement of software products. - The ideal candidate is a skilled problem-solver with strong technical expertise, excellent communication skills, and a customer-focused mindset. Key Responsibilities : Technical Support - Provide advanced technical support for complex software issues reported by customers, ensuring timely resolution and high customer satisfaction. - Analyse, debug, and resolve issues related to application functionality, system integration, and performance. - Reproduce and document bugs for the development team. Customer Engagement : - Act as a primary escalation point for high-priority or complex customer issues. - Collaborate directly with customers to gather requirements, explain technical solutions, and provide best-practice guidance. - Develop and maintain strong relationships with IT team and other business stakeholders. Team Collaboration : - Work closely with development management teams to prioritize and resolve product issues. - Provide insights and feedback to product teams for feature improvements and enhancements. - Serve as a bridge between technical teams and non-technical stakeholders. - Mentorship and Training - Mentor junior support engineers, providing guidance on technical issues and best practices. - Conduct knowledge-sharing sessions and create internal documentation to build team expertise. Process Improvement : - Identify recurring issues and work with teams to implement long-term solutions. - Ensure all tickets are logged and maintained in ticketing tool. - Contribute to the creation and improvement of internal support tools, processes, and resources. Required Skills And Experience : - Bachelor's degree in computer science, Information Technology, or a related field (or equivalent work experience). - 5+ years of experience in software support, technical support, or a related field. - Expertise in diagnosing and resolving issues in one or more of the following areas: - Web applications, APIs, or client-server architecture. - Databases (SQL, NoSQL, MariaDB, MySQL). - Networking and system configurations. - Proficiency in scripting or programming (e.g , Python, Node JS,React JS, Laravel, Next JS). - Familiarity with tools like ticketing systems (Zendesk, Jira), monitoring systems, and log analysis tools. - Strong verbal and written communication skills with the ability to explain complex technical concepts to non-technical audiences. - Experience working in a SaaS or cloud-based environment. - Knowledge of DevOps practices Key Competencies : - Leadership and strong Interpersonal skills - Exceptional problem-solving and analytical skills. - Ability to work independently and as part of a team. - Strong customer service orientation. - Ability to manage multiple priorities under pressure. Key Responsibilities Technical Support - Provide advanced technical support for complex software issues reported by customers, ensuring timely resolution and high customer satisfaction. - Analyse, debug, and resolve issues related to application functionality, system integration, and performance. - Reproduce and document bugs for the development team. - Customer Engagement - Act as a primary escalation point for high-priority or complex customer issues. - Collaborate directly with customers to gather requirements, explain technical solutions, and provide best-practice guidance. - Develop and maintain strong relationships with IT team and other business stakeholders. - Team Collaboration - Work closely with development management teams to prioritize and resolve product issues. - Provide insights and feedback to product teams for feature improvements and enhancements. - Serve as a bridge between technical teams and non-technical stakeholders. Mentorship And Training : - Mentor junior support engineers, providing guidance on technical issues and best practices. - Conduct knowledge-sharing sessions and create internal documentation to build team expertise. Required Skills And Experience : - Bachelor's degree in computer science, Information Technology, or a related field (or equivalent work experience). - 5+ years of experience in software support, technical support, or a related field. - Expertise in diagnosing and resolving issues in one or more of the following areas: - Web applications, APIs, or client-server architecture. - Databases (SQL, NoSQL, MariaDB, MySQL). - Networking and system configurations. - Proficiency in scripting or programming (e.g, Python, Node JS,React JS, Laravel, Next JS). - Familiarity with tools like ticketing systems (Zendesk, Jira), monitoring systems, and log analysis tools. - Strong verbal and written communication skills with the ability to explain complex technical concepts to non-technical audiences. - Experience working in a SaaS or cloud-based environment. - Knowledge of DevOps practices Key Competencies : - Leadership and strong Interpersonal skills - Exceptional problem-solving and analytical skills. - Ability to work independently and as part of a team. - Strong customer service orientation. - Ability to manage multiple priorities under pressure.