Technical Support Engineer

Job Title :

Technical Support Engineer - Application Management

Experience Level : 3-7 Years

Key Responsibilities :

Application Deployment & Management :

Manage the deployment of applications, including relevant upgrades and patches, across UAT, Production, and Disaster Recovery (DR) environments.

Oversee the deployment and basic administration of databases.

Ensure the continuous uptime and availability of applications, proactively identifying and resolving issues with minimal supervision.

Coordinate with internal infrastructure teams for any machine, OS, firmware, or networking upgrades and patches, ensuring application compatibility and stability.

Technical Support & Troubleshooting :

Serve as the first point of contact for internal teams regarding application availability and performance issues.

Troubleshoot and resolve technical problems related to Linux, windows environments where the application is deployed.

Escalate complex issues to the application vendor and coordinate with them to ensure timely resolution and maintain service level agreements (SLAs).

Security & Compliance :

Coordinate with internal security teams to conduct Vulnerability Assessment and Penetration Testing (VAPT) and any compliance related evaluations pertaining to the application.

Communicate findings from VAPT and compliance assessments to the application vendor.

Track and ensure the closure of all identified security vulnerabilities and compliance concerns by liaising between internal teams and the vendor.

Automation & Process Improvement :

Utilize basic automation tools like Selenium to streamline repetitive processes and testing activities.

Work with API requests and understand network configurations, including IPs and ports, for effective troubleshooting and deployment.

Coordination & Communication :

Demonstrate excellent communication and comprehension skills to effectively liaise with internal business users, technical teams, and external vendors.

Facilitate testing and deployment cycles by coordinating activities between all relevant stakeholders.

Verify with the vendor and internal teams that the application is working as expected after any upgrades or maintenance activities.

Required Skills and Qualifications :

Technical Skills :

Experience with CRMNEXT application ecosystem, deployment etc would be preferable.

Application / Web Servers : Tomcat, IIS, Apache, JBOSS etc.

Operating Systems : Proficiency in

Linux, Windows, MacOS .

Databases :

Hands-on experience with

PostgreSQL, Oracle, MSSQL, MySQL, NoSQL

deployment and knowledge of

SQL / PL / SQL .

Application Environment :

Experience supporting java, .NET , python, Go etc. based applications.

Security : Understanding of

VAPT

principles and processes.

Automation :

Basic knowledge of automation tools like

Selenium, Cucumber, Browserstack etc.

Knowledge of SSL, TLS v1.x etc is preferable.

Networking : Understanding of IP addresses, and ports.

Experience :

3-7 years of experience in a technical support, application support, or system deployment role.

Soft Skills : Problem-Solving :

Strong analytical and troubleshooting skills with the ability to work independently.

Communication :

Excellent written and verbal communication skills for effective coordination with technical and non-technical stakeholders.

Ownership :

A proactive mindset with a strong sense of responsibility for application uptime and stability.

Collaboration :

Ability to work effectively in a team-oriented, collaborative environment.

Location & Work Environment :

Location :

This is an in-office role based at our

Mumbai

location.

Company-Provided Equipment :

To ensure secure and uninterrupted access to the HSL internal environment, a company-owned hardened and secure laptop will be provided.

Work Schedule & Availability :

This role requires the flexibility to be available on weekends or during late evenings for planned patching, upgrades, and testing. Availability is also required on non-working days to participate in critical activities like application Disaster Recovery (DR) drills to ensure business continuity.

Educational Background :

Bachelor’s Degree in a Technical Field , such as :

Computer Science

Information Technology

Software Engineering

Master’s Degree (MCA, M.Tech, etc.)

in a relevant field could be an added advantage, especially for candidates with less experience.

Certifications : Any relevant certifications would be good to have.