As an Application Support Engineer, you will be responsible for providing technical support for the platform by performing forensic analysis, troubleshooting, and resolving issues within agreed SLAs. You will ensure platform stability while delivering a positive and professional support experience to both internal and external stakeholders.

KEY DUTIES AND RESPONSIBILITIES

Troubleshooting and Issue Resolution

• Triage, investigate, and resolve support tickets within agreed SLAs.
• Use appropriate technical tools such as BI tools, DWH, RDBMS, and APIs to diagnose issues.
• Ensure tickets are followed up to closure with timely stakeholder communication.

Incident Management

• Execute incident management protocol during active incidents.
• Document root cause analysis following incidents.

Automation of Business Processes

• Work closely with development teams to automate business processes to improve efficiency.
• Execute temporary off-platform automated business processes.

Documentation & Knowledge Base

• Maintain clear and up-to-date support tickets documentations.
• Update the knowledge base with new troubleshooting guides and solutions.
• Contribute to standard operating procedures for common issues.

Reporting & Analysis

• Produce reports on ticket volumes, SLA compliance, resolution times, and recurring issues.
• Identify trends and recommend preventative measures.

Stakeholder Engagement

• Provide clear updates on ticket progress to internal teams and stakeholders.
• Translate technical issues into business impact for non-technical audiences.

EDUCATIONAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

• Bachelor’s Degree in Information Technology, Computer Science, Software Engineering or related field.
• 2-3 years experience in application support, software engineering, or a related technical role.
• Hands-on experience with databases, monitoring tools, and ticketing systems.
• Familiarity with ticket and knowledgebase management tools such as Jira and Confluence.
• Demonstrated ability to document and communicate technical findings.