Designation - SDE I (Software Application Support)
Location - Mumbai/Pune/Bangalore/Gurugram/Hyderabad
About the Role
We are looking for an enthusiastic Junior Support Engineer to join our growing client support team. In this role, you will be the first line of response for client-reported issues, helping troubleshoot and resolve problems with our enterprise software application built on Java and React, hosted on GCP and Azure. This is an excellent opportunity for an early-career professional to gain hands-on exposure to modern cloud technologies, full-stack debugging, and enterprise client support practices, while working alongside experienced support leads and engineering teams.
Key Responsibilities
Ticket Handling & First-Line Support
- Monitor incoming support tickets, emails, and chat queues, and respond to clients within defined SLAs.
- Acknowledge, categorize, and prioritize incoming issues based on severity and business impact.
- Gather relevant information from clients (logs, screenshots, reproduction steps) to diagnose issues effectively.
- Resolve common, well-documented issues using runbooks and knowledge base articles.
- Escalate complex or high-severity issues to the Support Lead or senior engineers with proper context and documentation.
Troubleshooting & Diagnostics
- Investigate basic application issues across the Java backend and React frontend with guidance from senior team members.
- Use browser developer tools to debug frontend issues such as UI glitches, console errors, and network failures.
- Pull and analyze application logs from GCP (Cloud Logging) and Azure (Application Insights, Log Analytics).
- Run basic SQL queries to validate data and assist with investigation under supervision.
- Reproduce reported bugs in test environments and document findings clearly for engineering handoff.
Client Communication
- Provide clear, professional, and timely updates to clients throughout the lifecycle of an issue.
- Maintain a friendly, empathetic, and solution-oriented tone in all client interactions.
- Document all communications and resolution steps in the ticketing system.
- Assist clients with basic onboarding tasks such as account setup, configuration walkthroughs, and feature usage queries.
Documentation & Knowledge Sharing
- Contribute to the internal knowledge base by writing and updating articles, FAQs, and troubleshooting guides.
- Maintain accurate ticket records, including root cause, resolution steps, and time spent.
- Share recurring issues and client feedback with the Support Lead to help improve processes and product quality.
- Participate in team huddles, training sessions, and knowledge-sharing meetings.
Required Qualifications
- 1-3 years of experience in a technical support, application support, helpdesk, or QA role (internships and relevant project experience considered).
- Basic understanding of web applications and how frontend, backend, and databases interact.
- Familiarity with at least one programming language; exposure to Java or JavaScript/React is a strong plus.
- Working knowledge of SQL — able to write basic SELECT queries with joins and filters.
- Comfortable using browser developer tools (Chrome DevTools, Firefox Inspector) for basic frontend debugging.
- Awareness of cloud platforms (GCP or Azure) and willingness to learn cloud-specific tools and services.
- Familiarity with at least one ticketing system such as Jira or, Freshdesk.
- Strong written and verbal communication skills in English.
- Excellent problem-solving attitude, attention to detail, and willingness to learn.
- Ability to work in shift-based or on-call schedules as required to support clients across time zones.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Hands-on exposure to log analysis tools such as Kibana, Grafana, Stackdriver, or Application Insights.
- Basic understanding of REST APIs and tools like Postman or cURL.
- Exposure to version control (Git) and reading code in Java or React.
- Familiarity with ITIL fundamentals and incident/ticket management concepts.
- Any cloud foundational certification (e.g., GCP Cloud Digital Leader, Azure Fundamentals AZ-900) is a plus.
What You'll Bring
A curious mindset, a genuine interest in technology and problem-solving, and the patience to work with clients through frustrating issues. You should be eager to learn, comfortable asking questions, and motivated to grow into a well-rounded application support engineer.
What You'll Gain
- Hands-on experience with a modern Java + React application running on multi-cloud (GCP and Azure) infrastructure.
- Mentorship from senior support engineers and the Support Lead.
- Structured learning path with exposure to cloud platforms, observability tools, and enterprise support practices.
- A clear growth trajectory toward Senior Support Engineer and beyond.
