As an Application Support Engineer, you will play a critical role in ensuring the reliability, performance, and availability of business-critical web applications across global environments.
This is a customer-facing support role that combines technical troubleshooting, application monitoring, and operational support. You will work closely with customers, development teams, and internal stakeholders to diagnose issues, resolve incidents, and maintain seamless application performance.
You will be part of a energetic support team operating across rotational shifts, ensuring customers receive timely and effective support while contributing to continuous service improvement and operational excellence.
WHAT YOU’LL DO
Monitor application health and system performance to ensure a seamless user experience.
Respond to user tickets and support requests related to application issues, incidents, and service requests.
Investigate application logs, identify root causes, and troubleshoot technical issues across environments.
Provide technical and operational support to customers through written and verbal communication channels.
Diagnose issues by gathering relevant information and asking targeted questions to understand customer challenges.
Guide users through troubleshooting steps and provide clear, easy-to-follow resolutions.
Perform remote troubleshooting and support activities across applications and infrastructure.
Leverage knowledge base articles and documented solutions to resolve customer issues efficiently.
Escalate unresolved issues to higher support levels while ensuring proper documentation and handover.
Follow up with customers to ensure issues are fully resolved and services are functioning as expected.
Support application deployments, hosting activities, and system integrations.
Apply ITIL-based support processes and best practices while managing incidents and service requests.