Senior Engineer - Application Support

Roles and Responsibilities :

A Senior Application Support Engineer is a specialist with strong technical skills, investigative mind and a passion for troubleshooting. In this role, you will support customer service requests and reported incidents while adhering to SLAs; monitor system performance and reliability; and maintain the gStore application through problem ticket resolution, root cause analysis, code fix implementation, process improvements, and automation. As this role involves customer interaction, the individual must possess strong communication and customer service skills.

Key Responsibilities:

• Lead complex or high-severity troubleshooting and incident resolutions by collaborating with customers and internal teams.
• Demonstrate exceptional customer service.
• Foster close working relationships with business partners to identify pain points and provide better services.
• Communicate updates to key stakeholders in accordance with SLAs.
• Test and coordinate modifications to the app when needed, and troubleshoot problems as they occur.
• Participate in an on-call and/or escalation rotation.
• Triage and thoroughly identify and document root causes.
• Act as a liaison between business partners and engineering teams.
• Perform QA functions for issue resolution from support calls or during production deployment as needed.
• Collaborate and work directly with engineering teams.
• Create datasets to analyze and recreate issues reported by customers.
• Identify system improvement opportunities by tracking service requests or recurring issues and making recommendations for potential solutions.

Key Requirements:

• Over 3-5 years of experience in a similar technical role, such as Solutions Engineer, Field Application Engineer, or Technical Consultant.
• Solid understanding of ITIL process guidelines for incident, service request, and problem management.
• Experience using ITSM tools such as Zendesk, ServiceNow, etc.
• Strong proficiency in Java and scripting languages (e.g., Python, React).
• Experience with SQL and NoSQL systems (preferably MongoDB).
• Proficient in REST APIs and GraphQL API design and development.
• Knowledgeable in mobile app development and its ecosystem.
• Exposure to Linux/Unix-based systems and basic shell scripting.
• Familiarity with healthy DevOps processes and practices (Docker, Kubernetes, CI/CD, etc.).
• Understanding of Google Cloud Platform is preferred.
• Excellent written and verbal communication skills.
• Retail/Store Operations background is a plus.