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.
Robust documentation and organizational skills.
Team player who can work independently.
Attention to detail and commitment to service quality.

Working Conditions
Office workplace.
.

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 (India)
🏢 Nilörn
📍 India