Application Support Engineer

• Serves as dedicated first-line support for escalated tickets
• Conducts recorded/transcribed knowledge transfer sessions with subject matter experts
• Leverages AI to transform session recordings into detailed technical documentation for team knowledge base
• Uses agentic AI tools to query knowledge base and resolve support issues efficiently
• Assumes primary support ownership of key applications
• Demonstrates strong communication skills while working with business and technical team members.
• Triages, prioritizes, and tracks support tickets through resolution
• Documents recurring issues and solutions; identifies patterns for proactive fixes
• Escalates complex issues to senior engineers with thorough context and troubleshooting steps
• Collaborates with development teams on bug reports and feature requests
• Maintains SLAs and communicates status updates to end users