We are seeking a Application/Product Support Engineer to provide Level 1 and Level 2 support for web-based products and their associated cloud or on-premises infrastructure. The ideal candidate will have extensive experience in delivering excellent customer service,managing incidents, and driving timely problem escalation and resolution.
Experience:
3 to 6 years of experience in a product technical support environment, with a primaryfocus on infrastructure support.
Primary Job Functions:
- Provide Level 1 and Level 2 technical support to end users through phone,email, and web-based tools.
- Troubleshoot and resolve application and infrastructure-related issues,advising users on proper product usage and coordinating with Level 3 support when required.
- Assist customers during product deployment and ensure timely resolution of user issues in line with defined SLAs, priority, and escalation protocols.
- Proactively identify recurring problems and implement continuous service improvement measures.
- Create and maintain clear knowledge base documents, SOPs, and incident documentation for support activities.
- Attend and manage daily status calls, tracking issue progress against project timelines and ensuring stakeholder alignment.
- Collaborate with cross-functional teams to understand requirements and deliver effective technical solutions.
- Coordinate the setup and maintenance of DEV/QA/UAT environments and ensure smooth IT delivery workflows.
- Perform staff scheduling and participate in on-call support rotations to maintain consistent service coverage.
- Continuously monitor servers, databases, and network devices for health, availability, and performance using tools such as AZURE Application Insights, Datadog,Nagios, Dynatrace, etc.
- Track resource utilization (CPU, memory, disk, bandwidth) and identify capacity risks, suggesting scaling or upgrades where needed.
- Analyze system alerts, determine operational impact, and respond promptly to minimize service disruptions.
- Ensure adherence to uptimetargets and SLAs, and drive root cause analysis for recurring incidents.
- Collaborate with application, database,cloud, and network teams for holisticmonitoring and support.
- Optimize alert accuracy and incident response processes, minimizing false positives and improving reliability.
- Develop and implement automated workflows to respond to system conditions and support tasks.
Required Skills:
- Strong understanding of web application functionalities and customizations.
- Proven experience in production support environments, handlingL1 and L2 support activities.
- Solid skills in problem analysis, incident resolution, and root cause identification.
- Ability to work effectively in a fast-paced, agile environment, demonstrating strong critical thinking and problem-solving capabilities.
- Self-motivated and proactive individual with a positive attitude and openness to change.
- Professional demeanor with the ability to handle client interactions confidently and effectively.
- Excellent written and verbal communication skills, including documentation.
- Willingness to work in 24x7 rotational shifts as required.
- Familiarity with IT infrastructure components such as servers, databases, networks, and cloud platforms.
- Experience with infra monitoring and log analysis tools (e.g., CloudWatch, ELK Stack, PagerDuty).
- Experience with application performance management, monitoring and analytics tools (eg. Azure Application Insights, Datadog, Nagios, Dynatrace)
- Working knowledge of incident management tools and processes (e.g.,ServiceNow, Jira).
- Strong ability to assess alerts, determine impact and priority, and respond under pressure.
- Knowledge or certification in ITIL processes is required.
- Exposure to agile delivery methodologies is desirable.
