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Application Support Engineer

Application Support Engineer

Arroyo IT Solutions Pvt LtdBangalore
30+ days ago
Job description

Job Title : Application Support Engineer

Industry : Software, Master Data Management, Application Software, ERP, SaaS

Primary responsibilities include :

  • Provide Technical Support on Application and Configuration for Riversand SaaS product with global customer footprint on 24x7 operational environment.
  • Provide timely response and resolution for customers with SLA management & tracking
  • Own, resolve and restore technical and operational issues with Root Cause Analysis (RCA) of incidents.
  • Debugging, troubleshooting and testing the software and Application issues. Should be able to reproduce and resolve in lower environments before applying changes in production environments.
  • Owns and drives end to end technical resolution of critical incidents which might need involvement

from multiple parties and ensures the right collaboration and communication

  • Should conduct periodic customer cadence call to review the tickets history and improvement process for customer environment.
  • Contribute to the knowledge base and documentation for Application Support improvements
  • Mandatory Skills and Experience

    Requirements :

  • Bachelors degree or equivalent in Computer Science or Engineering (or an equivalent major)
  • 4+ years of relevant experience with progressively responsible experience in Application Software Support
  • Must have supported global customer over Email, Remote troubleshooting & Phone.
  • Willing to work on 24x7 environment with shift roaster.
  • Excellent written and oral communication skills.
  • Technical skills :

  • Should have worked on software system environment hosted on public cloud like Azure, AWS
  • Should have worked with Software and Application systems that involves troubleshooting by analyzing API calls using tools like Postman, etc.
  • Multi-tenant environment and work environment with customer information security as high focus along with compliance.
  • Should have worked on environment with large amount of data imports / exports, data relationship, validations, workflow configurations, Business rules configurations, Reporting tools etc.
  • Knowledge on various data configuration structures like JSON, XML, YAML along with syntax and validations.
  • Access and Analyze events from log management systems and monitoring tools like Sensu, Kibana, Grafana etc.
  • Should have worked on ticketing tool to log, manage and track customer tickets like Jira Service Desk, ServiceNow, Team Foundation Server etc.
  • Should be familiar with software system on Linux OS and applications running on micro-services architecture with big-data analytics.
  • Ability to do scripting when required using shell scripting & Python
  • Nice to have :

  • Java programming understanding and knowledge
  • Knowledge on Container Orchestration like Docker Swarm or Kubernetes
  • Basic understanding on technology stack like Netty / Nginx, Elastic Search, Mysql, Apache Storm, Kafka etc.
  • ref : hirist.tech)

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