Application Support Engineer Standard

Roles & Responsibilities

Job Description:

• Advanced Troubleshooting:
  
  

Diagnose and resolve complex software and system issues escalated from L1 support, requiring deeper technical expertise.

• Incident & Problem Management:
  
  

Take ownership of incidents from investigation to resolution, including performing root cause analysis to prevent recurrence.

• Application Monitoring & Performance:
  
  

Proactively monitor applications, analyze performance data, and identify opportunities to improve efficiency and reduce error rates.

• Collaboration & Escalation:
  
  

Work closely with L1 support to guide them, and escalate issues to L4 (development/specialist) teams when necessary for code changes or deeper solutions.

• Documentation:
  
  

Maintain detailed documentation of troubleshooting steps, solutions, and workarounds within the ticketing system for knowledge sharing and future reference.

• System Configuration & Maintenance:
  
  

Implement workarounds, apply patches, and make configuration changes to meet customer requirements or resolve issues.

• Communication:
  
  

Effectively communicate with users, other IT teams, and third-party providers to understand issues and provide updates on resolutions.

• Process Improvement:
  
  

Contribute ideas and drive initiatives to improve overall product and process quality, aiming to reduce customer escalations proactively.

Required Skills & Qualifications

• Technical Skills:
• Deep understanding of software, systems, and application troubleshooting.
• Proficiency with ticketing systems like Jira.
• Experience with application monitoring tools
• Knowledge of operating systems (Windows/Linux).
• Familiarity with database technologies like SQL, Postgres, and DynamoDB.
• Understanding of ITIL processes for service operations.
  
  

Experience

• 3-4.5 Years
  
  

Skills

• Primary Skill: Application Support Engineer
• Sub Skill(s): Application Support Engineer
• Additional Skill(s): JIRA, postgreSQL DBA, Application Support Engineer, SQL
  
  

About The Company

Infogain is a human-centered digital platform and software engineering company based out of Silicon Valley. We engineer business outcomes for Fortune 500 companies and digital natives in the technology, healthcare, insurance, travel, telecom, and retail & CPG industries using technologies such as cloud, microservices, automation, IoT, and artificial intelligence. We accelerate experience-led transformation in the delivery of digital platforms. Infogain is also a Microsoft (NASDAQ: MSFT) Gold Partner and Azure Expert Managed Services Provider (MSP).

Infogain, an Apax Funds portfolio company, has offices in California, Washington, Texas, the UK, the UAE, and Singapore, with delivery centers in Seattle, Houston, Austin, Kraków, Noida, Gurgaon, Mumbai, Pune, and Bengaluru.

---