Experience: Minimum of 5 years of experience in technical support, including at least 2 years in a Level 3 support role

Job Location: Kochi/Remote

Responsibilities and Duties

- Provide expert-level support for complex application issues, ensuring timely and accurate resolution.

- Analyze and troubleshoot software and database problems, addressing both technical and non-technical stakeholders’ queries.

- Proficient in SQL, capable of writing complex queries, optimizing performance, and troubleshooting database issues.

- Collaborate with development teams to coordinate bug fixes and software updates, especially those related to database optimizations and schema changes.

- Monitor application and database performance, implementing improvements to enhance functionality and user experience.

- Develop and maintain comprehensive documentation for system configurations, database designs, processes, and service records.

- Mentor and support junior support engineers by sharing knowledge and best practices in SQL and database management.

- Participate in continuous improvement initiatives to enhance support processes and database tools.

- Manage escalated support tickets from Level 2 support and ensure compliance with SLAs, with a focus on database-related issues.





- Conduct root cause analysis for persistent or critical issues to prevent future occurrences, particularly those involving data integrity and database performance.

- Serve as a liaison between technical teams and other departments to support project implementations and ensure adherence to business and data requirements.

Qualifications

- Bachelor’s degree in Computer Science, Information Technology, or related field.

- Minimum of 5 years of experience in technical support, including at least 2 years in a Level 3 support role.

- Strong proficiency in SQL and experience with relational databases such as Oracle, SQL Server, MySQL, or PostgreSQL.

- Proficient in troubleshooting and resolving complex technical and database-related problems.

- Strong knowledge of IT operations, software applications, system security, and database management.

- Excellent analytical, problem-solving, and organizational skills.

- Outstanding communication skills, capable of explaining complex database issues to non-technical stakeholders.

- Experience with ITIL or other IT service management frameworks preferred.

- Ability to work under pressure in a rapid-paced environment.

- Team-oriented attitude with a strong commitment to improving overall team effectiveness.

📌 Level 3 Application Support Engineer (ASE) (India)
🏢 ABZER Technology Solutions
📍 India