
Application Support Engineer
13 hours ago
Key Responsibilities
- Serve as front-line support for issues raised by clients (internal & external) using our software products in production.
- Troubleshoot functional and technical application issues: reproduce, diagnose, escalate, or resolve as appropriate.
- Monitor application health: performance, availability, error logs, usage metrics, SLA compliance.
- Assist with deployment / patch / release coordination: testing, validation (if relevant), rollout, and rollback.
- Manage user accounts, permissions, roles, ensuring security and compliance with integrity standards.
- Document incidents, root causes, solutions, workarounds; maintain and update runbooks / knowledge base documentation.
- Collaborate closely with development, QA, product, and DevOps teams to ensure fixes and enhancements are delivered timely.
- Provide user support: training, guidance, handling tickets (via internal ticketing system) in a timely manner.
- Participate in periodic audits or validation exercises, provide support for compliance (GMP, data integrity, regulatory).
- Possibly be part of an on-call rotation for critical issues / out-of-hours support.
Required Skills & Qualifications
- Bachelors degree in Computer Science, Information Technology, Engineering, or related discipline.
- 2-3 years experience in application support or production support roles.
- Hands-on experience with one or more database systems (SQL, Oracle, PostgreSQL, etc.) – writing queries, diagnosing performance / data issues.
- fundamental Knowledge of Azure and DevOps
- Familiarity with application servers, web services / APIs.
- Good understanding of logging, error monitoring, issue tracking.
- Strong problem solving & analytical mindset; ability to dig into logs, reproduce issues.
- Good communication skills (written & verbal), ability to interact with non-technical users & stakeholders.
- Meticulous documentation skills.
- Ability to manage priorities, work under pressure, multitask.
Preferred / "Nice to Have"
- Experience with ticketing tools (e.g. Jira, ServiceNow)
- Understanding of CI/CD pipelines, deployment / release practices.
- Import and export data
- ITIL / similar process / service management exposure.
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