Key Responsibilities

- Provide first- and second-level application support to clients and internal users.
- Monitor application performance, identify issues, and troubleshoot errors, functional problems, and system failures.
- Investigate application incidents, identify root causes, and coordinate with development and technical teams for resolution.
- Handle support tickets, prioritize issues based on severity, and ensure resolution within agreed timelines.
- Assist with application installation, configuration, testing, upgrades, and deployment activities.
- Support API integrations, database queries, and data validation during troubleshooting, as required.
- Maintain incident logs, technical documentation, troubleshooting guides, and support records.
- Coordinate with clients to understand issues, provide status updates, and ensure effective communication throughout resolution.
- Perform basic application health checks and escalate recurring or complex issues to the relevant technical teams.
- Assist with user acceptance testing (UAT), bug verification, and post-deployment validation.
- Follow established support procedures, access controls, and information security practices.
- Prepare periodic reports on support tickets, recurring issues, resolution timelines, and application performance.

Required Skills

- Valuable understanding of application support, troubleshooting, and incident management.




- Basic knowledge of SQL and database queries for data verification and issue investigation.
- Familiarity with REST APIs, HTTP status codes, and API testing tools such as Postman.
- Understanding of web applications, client-server architecture, and application logs.
- Knowledge of ticketing systems, issue tracking, and support documentation.
- Strong analytical, problem-solving, and troubleshooting skills.
- Excellent verbal and written communication skills.
- Ability to coordinate effectively with clients and cross-functional technical teams.

Preferred Experience

- Experience supporting enterprise applications, SaaS platforms, or business management software.
- Familiarity with application monitoring, deployment processes, and software development life cycles.
- Exposure to tools such as Jira, Zoho Desk, Postman, SQL databases, or similar platforms.
- Experience working with attendance management, workforce management, HRMS, visitor management, or other enterprise applications is an advantage.

Key Performance Expectations

- Timely resolution of application incidents and support requests.
- Adherence to agreed service-level agreements (SLAs).
- Accuracy of issue diagnosis, documentation, and escalation.
- Effective client communication and customer satisfaction.
- Reduced recurrence of known issues through proper investigation and follow-up.

Pay: ₹8,000.00 - ₹15,000.00 per month

Benefits:

- Paid sick time

Work Location: In person

📌 Application Support Engineer (Pune)
🏢 Cognicoders Private
📍 Pune