Application Support Engineer

Job Description-

Job Title: Application Support Engineer

Experience: 2-4 Years

Working Days: Mon-Fri (Rotational Shift Between 6AM to 11PM)

Working Mode: Work from office (Whitefield, Bengaluru Office)

About Us:

XfilesPro Labs Pvt.Ltd. is a leading SaaS company specializing in innovative Salesforce document and data management solutions. As a trusted Salesforce ISV partner,XfilesPro Labs offers a robust portfolio of over five B2B applications on AppExchange, under the brandsXfilesPro and Data Archiva. Their document management suite includes powerful tools for document generation, storage, and full lifecycle management, while their data management solutions provide seamless archiving and backup capabilities.XfilesPro Labs is committed to transforming the way businesses manage their Salesforce data and documents, driving efficiency and innovation.

Job Summary:

We are looking for a proactive and customer-focused Application Support Engineer with 2-4 years of experience to provide technical support for enterprise applications. The ideal candidate should possess strong troubleshooting skills, excellent communication, and a passion for resolving customer issues while collaborating with cross-functional teams.

Key Responsibilities:

● Provide L1/L2 support for web and enterprise applications.

● Troubleshoot application, configuration, and performance-related issues.

● Analyse logs, identify root causes, and provide timely resolutions.

● Handle customer tickets through Zoho, ServiceNow, Jira, Zendesk, Freshdesk, or similar ticketing systems.

● Escalate complex issues to engineering teams with detailed analysis.

● Perform application testing after bug fixes and deployments.

● Support application deployments, patches, and release activities.

● Maintain knowledge base articles, troubleshooting guides, and standard operating procedures.

● Communicate effectively with customers regarding issue status and resolution.

● Participate in on-call or shift support when required.

Required Technical Skills:

● Good understanding of web applications and REST APIs.

● Basic knowledge of SQL (SELECT, JOIN, UPDATE, basic troubleshooting).

● Basic understanding of Windows/Linux operating systems.

● Familiarity with application logs and monitoring tools.

● Knowledge of HTTP/HTTPS, JSON, XML, and API troubleshooting.

● Basic understanding of cloud platforms (AWS, Azure, or GCP) is an advantage.

Soft Skills:

● Strong analytical and problem-solving skills.

● Excellent verbal and written communication.

● Ability to prioritise and manage multiple incidents.

● Customer-centric mindset.

● Willingness to learn new technologies.

Qualifications:

● Bachelor's degree in Computer Science, Information Technology, or a related field.

● 2-4 years of experience in Application Support, Technical Support, or Production Support. Preferred Skills (Good to Have)

● Knowledge of APIs and Postman.

● Basic scripting knowledge (Shell, PowerShell, or Python)