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Application Support Engineer - Troubleshooting Tools

FxConsultingBangalore

27 days ago

Job description

Position : Application Support Engineer

Experience : 3-6 Years

Location : Bangalore, India

Job Summary :

We are seeking a proactive and technically skilled Application Support Engineer with 3-6 years of experience to join our team. The ideal candidate will provide comprehensive first-level technical support for our customer-facing web and mobile applications. You will be the primary point of contact for diagnosing, troubleshooting, and resolving a wide range of technical issues, ensuring a seamless user experience. This role requires a strong blend of technical expertise, excellent communication skills, and a commitment to maintaining detailed documentation and providing valuable feedback to our engineering teams.

Key Responsibilities :

Technical Support & Troubleshooting :

Provide direct, first-level technical support to customers through multiple channels including phone, email, and chat.
Diagnose and troubleshoot technical issues related to the application, such as order processing failures, login problems, payment gateway errors, and data synchronization issues.
Guide customers through step-by-step solutions for common problems and clearly explain technical concepts to a non-technical audience.

Issue Escalation & Resolution :

Log, track, and manage all customer issues within the support database, ensuring accurate records of all interactions.

Perform preliminary root-cause analysis for recurring or complex issues.

Promptly and accurately escalate unresolved or complex issues to L2 / L3 support teams or relevant engineering departments with detailed technical context.

Collaboration & Feedback Loop :

Collaborate closely with cross-functional teams, including product, development, and QA, to ensure a seamless and integrated approach to customer issue resolution.

Collect, analyze, and report on customer feedback to help inform product improvements and bug prioritization.

Required Skills

Core Experience :

3-6 years of experience in an Application Support or Technical Support role.

Proven experience in troubleshooting and resolving technical issues related to web and mobile applications.

Technical Proficiency :

Familiarity with application troubleshooting tools and concepts (inspecting browser console logs, API request / response analysis).

Basic understanding of web technologies (HTML, CSS, JavaScript) and mobile operating systems (iOS, Android).

Experience with support ticketing systems like Jira, Zendesk, or Freshdesk.

Soft Skills :

Excellent communication skills (verbal and written) with a customer-centric approach.

Strong problem-solving and analytical abilities.

Preferred Skills :

Experience in the e-commerce or logistics domain.

Knowledge of database queries (e.g., SQL) to troubleshoot data-related issues.

Experience with monitoring tools like Splunk, Datadog, or New Relic.

(ref : hirist.tech)

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Application Support Engineer • Bangalore

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