Application Support Engineer

Job Summary :

We are looking for a proactive and technically sound

Application Support Engineer

who can manage both

L1 and L2 support

activities for our CLM software. This role will involve interacting with end users, resolving technical and functional issues, providing training, performing configurations, and ensuring timely ticket resolution. The candidate must be comfortable working in a flexible shift to align with the client’s business hours

Key Responsibilities :

Level 1 Support (L1) :

In assigned shift, act as the first point of contact for customer support inquiries.

Monitor, triage, and manage support tickets using the ticketing system.

Document issues, steps to reproduce, and resolutions.

Conduct user sessions and walkthroughs for basic features.

Generate and share standard ticketing reports

Escalate unresolved issues to L2 or development teams.

Level 2 Support (L2) :

Perform application configuration based on client needs.

Conduct user training sessions (functional usage and best practices).

Conduct UAT testing and prepare documentation.

Coordinate deployments and patch releases with internal teams.

Work with SQL Server for basic data checks, queries, and reports.

Shift & Availability :

Should be available to work in a

flexible shift

pattern to match client’s business hours (may include early mornings, late evenings, or weekends).

Required Skills & Experience :

2–4 years of experience in application support, preferably in enterprise or B2B software.

Hands-on experience with MS SQL for writing queries / stored procedures / functions / views, running profilers

Experience supporting applications built with

• .NET, Angular, and MS SQL Server .

Proficiency in ticketing systems (e.g., Jira, Zendesk, Freshdesk).

Strong communication and interpersonal skills for client interaction and training.

Ability to read logs, perform basic debugging, and follow escalation protocols.

Good documentation skills (issue logs, training manuals, configuration guides).

Good to Have :

Experience with CLM or legal tech platforms.

Familiarity with Agile / Scrum methodologies.

Prior experience supporting SaaS or web-based enterprise applications.

Soft Skills :

Problem-solving attitude with a customer-first mindset.

Adaptability to changing client needs and priorities.

Strong time management and ability to multitask.

Team player with a willingness to take ownership.