Application Support Engineer

The role is in the Application Support team within the Technology department which entails managing client-facing issues, monitoring system connectivity, and delivering functional support across the Client's business applications. The Application Support Engineer will be responsible for end-to-end management of multiple application front-end queries reported by clients or end-users, ensuring accurate troubleshooting, task prioritization, and value-added insights. This role requires a blend of functional application expertise, foundational technical skills, and strong multi-tasking capabilities. The ideal candidate will act as a business partner, driving rapid issue resolution and supporting smooth day-to-day operations in a fast-paced environment.

Qualification and Skills:

• Application Support Experience: A minimum of 3 to 5 years of experience as an Application Support Engineer, with a focus on handling complex front-end user queries. Proven experience in multi-tasking and managing the priority of tasks effectively.

• Technical Awareness: Foundational knowledge of relational databases (SQL) and basic application server concepts.

• Strong Troubleshooting Expertise: Comprehensive knowledge of front-end application behavior, Virtual Machine (VM) applications, and connectivity troubleshooting, ensuring accuracy and integrity in all deliverables.

• Remote Access Capabilities: Proficient in using RDP (Remote Desktop Protocol) and other remote connection tools to securely access client servers and host applications.

• Basic API Knowledge: Proficient in basic API endpoints, including a foundational understanding of push and pull requests, to streamline data verification and enhance reporting accuracy.

• Strong knowledge of network connectivity, browser-based troubleshooting, and ticketing management systems.

• Effective Communication and Problem-Solving Skills: Strong verbal and written communication skills, with the ability to clearly convey technical data and collaborate effectively with clients, colleagues, and backend engineering teams. Proven problem-solving ability to resolve software discrepancies and operational challenges.

• Ability to interpret user-reported errors, identify trends, and provide proactive application insights.

• Effective communication, problem-solving, adaptability, and a business partnering mindset capable of thriving in a fast-paced, multitasking environment.

Key Role Responsibilities and Tasks:

• Manage and resolve multiple application front-end queries and issues reported by clients or end-users, ensuring compliance with support SLAs, application behavior rules, and ticket scrutiny. Conduct thorough priority triage to handle multitasking efficiently.

• Maintain and troubleshoot applications running on Virtual Machines (VMs), ensuring accuracy and resolving network connectivity issues for the user portfolio.

• Utilize RDP and remote connection utilities to securely log into client servers to diagnose application faults and verify backend server environments.

• Prepare and review daily open-ticket metrics, weekly resolution summaries, and system availability statements.

• Conduct High vs Low priority task variance analysis and provide actionable insights for workload management.

• Perform basic SQL data checks, investigate API push and pull request failures, and ensure timely resolution of data discrepancies.

• Preparation of internal knowledge base articles for common front-end bugs and submit technical issue logs for backend development filing.

• Liaise with Client Relations, Account Managers, Infrastructure Support, and other departments to ensure smooth operational application workflows.

• Identify and implement support process improvements, enhance user response efficiencies, and support business application modeling initiatives.

Working Model : Work from Office

Location : Ahmedabad