Senior Application Support Engineer - Patan - Gujarat - confidential

    confidential
    confidential Patan - Gujarat

    6 days ago

    Full time
    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.
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