Support Engineer

2 weeks ago

Bengaluru Coimbatore Hyderabad, India Blue Yonder Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Overview:

  • Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoors "Best Places to Work"
  • Seeking an astute individual that has a ability to be hands-on with the broader teams as part of the development/deployment and maintenance cycle, and good knowledge of industry best practices, with the ability to implement them working with customers and internal platform, and the product teams.

Job Summary:

We are seeking a dedicated and detail-oriented Support Engineer to join our global support team. In this role, you will be responsible for monitoring, troubleshooting, and resolving application-related issues, ensuring high availability and performance of critical business systems. The ideal candidate will have strong problem-solving skills, the ability to work independently, and a passion for providing exceptional support to end users and internal stakeholders.

Key Responsibilities:

  • Provide L1/L2 support for enterprise applications and platforms hosted in the cloud platform.
  • Monitor application health, logs, and alerts to proactively identify issues.
  • Learn and adopt AI-enabled tools/techniques for quick and effective solutions
  • Investigate and resolve user-reported incidents within defined SLAs.
  • Perform routine operational tasks such as application restarts, configuration changes, and deployment validations.
  • Coordinate with internal technical teams and external vendors for issue resolution.
  • Document incidents, solutions, and standard operating procedures (SOPs).
  • Participate in root cause analysis and contribute to continuous improvement initiatives.

Required Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 3–10 years of experience in application or IT support roles.
  • Familiarity with ticketing tools (e.g., ServiceNow, Salesforce, Jira) and monitoring tools (e.g., Splunk, AppD, Grafana).
  • Strong troubleshooting and analytical skills.
  • Good understanding of SQL and scripting (e.g., Shell, Python) is a plus.
  • Excellent verbal and written communication skills.

Work Schedule: Rotational Shifts

  • This role involves rotational shifts, including night shifts, to provide 24/7 application support.
  • Flexibility to work weekends and public holidays as per shift schedule.
  • Ability to handle responsibilities independently during off-hours.

Preferred Qualifications:

  • Experience in supporting SaaS or cloud-based applications.
  • ITIL Foundation certification.
  • Prior experience working in a global support environment.

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