Information Technology Support Engineer

4 days ago

Mumbai, Maharashtra, India Neebal Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role Overview

The Application L1 Support Engineer
will be the first point of contact for end users, responsible for providing technical support, monitoring application performance, and troubleshooting issues. The role requires strong problem-solving skills with basic to intermediate knowledge of API debugging to identify, escalate, and resolve application-related problems.

Key Responsibilities

  • Act as the first line of support for application issues raised via email, ticketing system, or calls.
  • Perform initial troubleshooting of application errors, performance issues, and user-reported incidents.
  • Debug and analyze API calls (request/response) using tools like Postman, cURL, or browser developer tools.
  • Identify recurring issues, document root causes, and escalate to L2/L3 or development teams as necessary.
  • Collaborate with internal teams to ensure timely resolution of incidents within SLAs.
  • Monitor application logs and alerts to proactively identify potential issues.
  • Maintain accurate records of issues, actions taken, and resolutions in the ticketing system.
  • Provide feedback and suggestions for improving application stability and user experience.
  • Create and maintain support documentation, FAQs, and knowledge base articles.

Required Skills & Qualifications

  • Bachelor's degree in Computer Science, IT, or related field.
  • 1–3 years of experience in Application Support (preferably L1 or L1.5).
  • Strong understanding of web technologies (HTTP, REST APIs, JSON, XML).
  • Experience using API testing/debugging tools (e.g., Postman, SoapUI).
  • Basic knowledge of SQL queries for data validation and troubleshooting.
  • Familiarity with ticketing systems (e.g., JIRA, ServiceNow, Freshdesk, Zendesk).
  • Good knowledge of application log analysis.
  • Excellent problem-solving skills with attention to detail.
  • Strong communication and customer handling skills.

Good to Have

  • Exposure to cloud platforms (AWS/Azure/GCP).
  • Understanding of microservices and application integration.
  • Familiarity with monitoring tools (Splunk, Grafana, Kibana, CloudWatch).
  • Basic scripting knowledge (Python, Shell, or PowerShell).

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