Technical Product Support Engineer

CMA SHIPSRepublic Of India, IN

4 days ago

Job description

Job Title : Application Expert

Department : Solutions Support and Delivery

Reports To : Solutions Support and Delivery Team Leader

Location : [Specify Location]

Employment Type : Full-Time

Job Summary :

The Application Expert is responsible for the support, maintenance, and evolution of software applications within the organization. The role involves providing day-to-day technical support, managing incidents, analyzing and resolving application issues, and working closely with business stakeholders to capture and translate requirements into actionable product improvements.

Key Responsibilities :

Application Support :

Provide Level 1 / 2 technical support for application issues and queries.
Analyze root causes and resolve data-related or system issues, proposing permanent fixes when applicable.
Monitor, manage, and resolve incidents using the organization’s incident management tool, ensuring resolution within agreed timelines (OLA / SLA).
Accurately document issues, outcomes, and escalations in vendor or internal systems.
Create and maintain technical troubleshooting guides and documentation for support best practices.
Maintain a strong understanding of business processes to provide relevant and effective support.

Product Management :

Identify and gather business requirements, translating them into technical specifications.

Prioritize new functionalities and improvements in coordination with business stakeholders.

Record feedback, suggestions, and requirements using the change management tool.

Ensure consistency between business needs and product development through close monitoring.

Conduct functional testing and coordinate User Acceptance Testing (UAT) with end-users.

Minimum Qualifications :

Strong understanding of maritime operational constraints .

Fluent in English (written and spoken).

Experience :

3–5 years of experience in :

Application support and product management.

Driving product and process improvements.

Providing front-end user support.

Key Skills & Personal Attributes :

Strong analytical and problem-solving skills.

Goal-oriented and self-motivated with a proactive mindset.

Ability to multi-task and manage priorities effectively.

Excellent verbal, written, and presentation communication skills.

Strong organizational skills and attention to detail.

Ability to work independently as well as collaboratively within a team.

Skilled at identifying root causes of application issues and implementing solutions.

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Technical Support Engineer • Republic Of India, IN