Application Support Engineer

Key Responsibilities

• Technical Support:

  • Provide expert-level technical support to customers via phone, email, and remote sessions.

  • Diagnose and troubleshoot application issues, including performance problems, bugs, and configuration errors.

  • Work with customers to understand their technical environment and requirements.

• Issue Resolution:

  • Analyze, identify, and resolve complex technical problems in a timely manner.

  • Collaborate with internal teams, including development and QA, to escalate and resolve issues.

  • Document troubleshooting steps and solutions in the knowledge base.

• Customer Interaction:

  • Communicate effectively with customers to understand their issues and provide clear, concise updates.

  • Build and maintain strong customer relationships by delivering exceptional service.

  • Provide training and guidance to customers on the use of our applications.

• Product Expertise:

  • Gain in-depth knowledge of our applications and stay updated with new features and updates.

  • Assist in the development of user guides, FAQs, and other support documentation.

  • Conduct regular reviews of application performance and recommend improvements.

• Monitoring and Maintenance:

  • Monitor application performance and system health to proactively identify potential issues.

  • Perform regular maintenance tasks, such as software updates and backups.

  • Ensure the security and integrity of application data.

• Collaboration and Continuous Improvement:

  • Work closely with product management and development teams to provide customer feedback and suggest enhancements.

  • Participate in team meetings and contribute to the continuous improvement of support processes.

  • Stay current with industry trends and best practices to enhance support capabilities.

Qualifications

• Education:

  • Bachelor’s degree in computer science, Information Technology, or a related field.

• Experience:

  • Minimum of 3 years of experience in application support, technical support, or a similar role.

  • Proven experience with troubleshooting and resolving technical issues.

• Skills:

  • Strong technical knowledge of application software, databases, and operating systems.

  • Excellent problem-solving and analytical skills.

  • Proficiency in support tools and software (e.g., ticketing systems, remote support tools).

  • Strong communication and interpersonal skills.

  • Ability to manage multiple tasks and priorities effectively.

  • Familiarity with scripting languages (e.g., Python, PowerShell) and SQL is a plus.

• Attributes:

  • High level of customer focus and dedication to customer satisfaction.

  • Strong organizational skills and attention to detail.

  • Ability to work independently and as part of a team.

  • Proactive and self-motivated with a commitment to continuous improvement.