Job Title

Software Support Engineer

Job Summary The Technical Software Engineer for Application supports, maintains, and troubleshoots Application Programs that enable day-to-day business operations. This role ensures the availability, performance, and security of retail applications,

Key Responsibilities

- Provide first- and second-level technical support for ERP and Online Order systems.

- Monitor and support applications, databases, and system integrations.

- Diagnose and resolve software issues within agreed service levels (SLAs).

- Respond to incidents, service requests, and escalations through the IT service management system.

- Monitor system performance and proactively identify potential issues.

Provide end-user training and guidance on retail systems and applications.

Required Qualifications

- Bachelor's degree or diploma in Computer Science, Information Technology, Electronics, or a related field.

Familiarity with SQL databases and basic database troubleshooting.

- Experience with ITSM tools such as ServiceNow,



D365 service management, Freshdesk ticket management, or similar.

Preferred Skills

- Knowledge of ERP system applications.

- Basic understanding of virtualization and cloud platforms.

Key Competencies

- Strong troubleshooting and analytical skills.

- Excellent customer service and communication skills.

- Ability to prioritize multiple support requests in a fast-paced setting.

- Strong documentation and organizational skills.

- Team player who can work independently.

- Attention to detail and commitment to service quality.

Working Conditions

- Office environment.

- .

Performance Indicators

- Incident resolution within SLA targets.

- System uptime and availability.

- Customer satisfaction (CSAT) scores.

- First-call resolution rate.

- Successful completion of system deployments and upgrades.

- Accuracy and completeness of technical documentation.

📌 Software Developer (New Delhi)
🏢 Nilörn
📍 New Delhi