Jr. Application Support Engineer

APPLICATION SUPPORT

Work Schedule: Night Shift

• Provide L1 application support for web-based platforms and business applications.
• Receive, acknowledge, analyze, and resolve support tickets within agreed SLA timelines.
• Perform initial troubleshooting of application issues, user access issues, data discrepancies, job failures, and system errors.
• Use SQL Server queries to validate data, investigate issues, and support application-level troubleshooting.
• Review application logs, error messages, and basic system behavior to identify possible causes of issues.
• Escalate complex technical issues to L2/L3 support, engineering, database, or infrastructure teams with complete documentation and initial analysis.
• Support incident management activities, including issue tracking, follow-ups, status updates, and closure documentation.
• Coordinate with customer support, operations, QA, and engineering teams to ensure timely resolution of reported issues.
• Assist in post-deployment validation, smoke testing, and basic release support activities.
• Monitor scheduled jobs, application alerts, dashboards, and reports to detect failures or abnormal behavior.
• Prepare clear documentation for known issues, troubleshooting steps, workarounds, and resolutions.
• Maintain accurate ticket notes, root cause summaries, and resolution details.
• Support basic IIS/web application checks under guidance from senior support or infrastructure teams.
• Assist in preparing recurring support reports, issue summaries, and operational metrics.
• Ensure a high level of customer satisfaction through timely communication and professional support handling.
• Perform other related support tasks as assigned.

• 2–3 years of experience in application support, technical support, production support, or software support.
• Working knowledge of Microsoft SQL Server, including writing basic to intermediate SQL queries.
• Basic understanding of .NET or C#-based web applications.
• Experience troubleshooting web application issues in a production or support environment.
• Familiarity with ticketing tools such as Jira, ServiceNow, Zendesk, Freshservice, or similar platforms.
• Ability to analyze logs, error messages, screenshots, user reports, and system behavior to identify issues.
• Good understanding of incident management, escalation processes, SLA tracking, and support documentation.
• Strong written and verbal communication skills.
• Customer-focused mindset with the ability to work collaboratively across teams.
• Willingness to work in shifting schedules, weekend support, or holiday coverage if required.

• Basic knowledge of Microsoft IIS web servers.
• Exposure to MongoDB or other NoSQL databases.
• Familiarity with REST APIs, JSON, XML, Postman, or API troubleshooting.
• Experience using monitoring or logging tools such as Grafana, Splunk, ELK, Datadog, Dynatrace, or similar platforms.
• Basic understanding of Git, code repositories, and release management processes.
• Exposure to cloud-based applications or SaaS platforms. Experience supporting clients or internal users in a B2B software environment.

• SQL Server: Basic to intermediate querying, joins, fi lters, data validation, and issue investigation.
• .NET / C#: Basic understanding of application behavior, error handling, and web application support.
• Web Applications: Basic troubleshooting of application errors, access issues, browser issues, and user-reported defects.
• IIS: Basic awareness of application pools, services, logs, and web server behavior.
• Support Tools: Ticketing systems, monitoring dashboards, logs, and knowledge base tools.
• Documentation: Ticket updates, troubleshooting guides, known issue articles, and resolution notes.