Application Support Engineer

About the role

The Application Support Engineer provides Level 1 and Level 2 technical assistance for enterprise applications and internal systems. The role focuses on diagnosing issues, monitoring system health, and ensuring business continuity through timely incident management and clear stakeholder communication.

Key responsibilities

• Provide Level 1 and Level 2 support for enterprise applications, CMS platforms, and integrated systems.
• Diagnose, troubleshoot, and resolve application, software, configuration, and basic infrastructure issues.
• Log, prioritize, track, and manage incidents in the ticketing system while meeting SLA targets.
• Escalate complex problems to senior engineers or relevant technical teams.
• Document troubleshooting procedures, resolutions, and known issues in the knowledge base.
• Participate in production support, deployments, maintenance windows, and critical incident resolution.
• Monitor application health, performance, and logs; perform routine health checks and backup verification.
• Collaborate with Frontend, Backend, CMS, AI/ML, Database, DevOps, QA/SQA, and Project Management teams.

Required profile

• Bachelor's degree in Computer Science, IT, Software Engineering or related field.
• 1–2 years of experience in Technical Support, Application Support, or Production Support.
• Understanding of web applications, REST APIs, and database fundamentals.
• Experience with ticketing or incident management systems.

Required skills

• SQL (basic knowledge)
• REST APIs
• Web application concepts
• Ticketing/incident management tools