Role Summary As a Level-2 (L2) Application Support Engineer, you are the first line of functional support for Solverminds LRP maritime-ERP application, owning the resolution of functional and configuration issues for our liner-shipping clients. You sit between first-level (L1) contact and the technical / L3 team - resolving what can be handled at the functional layer within agreed SLAs, and escalating only genuine code, bug or data-level fixes, with a transparent diagnosis. Where the client engagement is a dedicated 24x7 support desk, the role works on a rotational shift basis.
Role Responsibilities
- Act as the first line of functional support for the assigned vertical, minimising escalation of queries to developers.
- Own all tickets raised in JIRA end-to-end - provide first-level functional resolution and manage each tickets lifecycle, prioritisation, status and customer communication within SLA.
- Reproduce, diagnose and resolve functional and configuration issues; escalate to technical / L3 only items that need bug fixing,



code changes or production data-level fixes - with full context and the steps already tried.
- Meet agreed response and resolution SLAs; flag at-risk tickets early and follow the escalation procedure strictly.
- Document, manage and share critical application and industry knowledge - troubleshooting steps, SOPs, FAQs and knowledge-base articles - to drive first-time-fix and ticket deflection.
- Use the available support and AI knowledge tools (e.g. the LRP support assistant) to speed diagnosis and guide users.
- Continuously assess product and training gaps in the allocated vertical and provide structured feedback for improvement.
- Collaborate with the Training team to close documentation gaps; review ticket trends and recommend training and root-cause actions.
- Participate actively in rotational cross-training for comprehensive functional (and basic technical) coverage.
- Where the engagement is 24x7, work a rotational shift pattern with clean s

📌 Application Support Engineer (Chennai)
🏢 Solverminds Solutions and Technologies
📍 Chennai