THE ROLE

We are looking for a Senior Application Support Engineer who combines strong hands-on L2 expertise with a natural sense of ownership over the support process and experience in Jira Service
Management tool. In this role, you will triage and resolve complex product issues, lead the team
through high-severity incidents, and play an active part in developing junior engineers and improving how the team operates. You will be the senior presence on shift — the person the team looks to for technical direction, process discipline, and composure under pressure. This role reports to the Application Support Manager and is based within ZestIOT’s Technical Assistance Center (TAC).

REQUIRED SKILLS & EXPERIENCE

• 4–8 years overall, with 2+ years in a senior application support role at a software product
company in a 24x7 shift setting.
• Proven hands-on L2 application support experience — triaging, debugging, and resolving
complex product defects and integration issues. Ability to prepare thorough diagnostic context
before escalating to L3/Engineering. L3 exposure is a plus.




• Experience supporting a company’s own software product, including product-specific incident
patterns, release cycles, hotfix coordination, and customer-impacting defect management.
• Experience acting as Incident Manager during high-severity situations: coordinating cross-team
resolution, managing an on-call SME roster and escalation matrix, and communicating clearly
with senior enterprise customer stakeholders under pressure.
• Demonstrated ability to guide and develop junior support engineers — coaching on
troubleshooting approach, enforcing process adherence, and building team capability over time.
• Hands-on experience with monitoring and log analysis tools such as Grafana, Datadog, ELK
Stack, CloudWatch, New Relic, or equivalents.
• Familiarity with microservices, message queues (RabbitMQ/Kafka), caching (Redis), and
distributed systems.
• Understanding of ITIL frameworks covering inciden

📌 Senior Application Support Engineer (Hyderabad)
🏢 ZestIOT
📍 Hyderabad