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. 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 Zest IOT’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 environment.
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, Cloud Watch, Recent Relic, or equivalents.
Familiarity with microservices, message queues (Rabbit MQ/Kafka), caching (Redis), and distributed systems.
Understanding of ITIL frameworks covering incident, problem, and change management in a product support context.

📌 Senior application support engineer (Hyderabad)
🏢 ZestIOT
📍 Hyderabad