Support Engineer 2
Job Description
- Experience in supporting SaaS or cloud-based applications.
- ITIL Foundation certification.
- Prior experience working in a global support environment.
- Provide L1/L2 support for enterprise applications and platforms hosted in cloud platform.
- Monitor application health, logs, and alerts to proactively identify issues.
- Learn and Adopt AI enabled tools/techniques for quick and effective solutions.
- Investigate and resolve user-reported incidents within defined SLAs.
- Perform routine operational tasks such as application restarts, configuration changes, and deployment validations.
- Coordinate with internal technical teams and external vendors for issue resolution.
- Document incidents, solutions, and standard operating procedures (SOPs).
- Participate in root cause analysis and contribute to continuous improvement initiatives.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 1–3 years of experience in application or IT support roles.
- Familiarity with ticketing tools (e.g., ServiceNow, Salesforce, Jira) and monitoring tools (e.g., Splunk, AppD, Grafana).
- Strong troubleshooting and analytical skills.
- Excellent verbal and written communication skills.
Overview:
• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work”
• Seeking an astute individual that has a ability to be hands-on with the broader teams as part of the development/deployment and maintenance cycle, and good knowledge of industry best practices, with the ability to implement them working with customers and internal platform, and the product teams.
Job Summary: We are seeking a dedicated and detail-oriented Support Engineer to join our global support team. In this role, you will be responsible for monitoring, troubleshooting, and resolving application-related issues, ensuring high availability and performance of critical business systems. The ideal candidate will have strong problem-solving skills, the ability to work independently, and a passion for providing exceptional support to end users and internal stakeholders.
Key Responsibilities:
• Provide L1/L2 support for enterprise applications and platforms hosted in cloud platform.
• Monitor application health, logs, and alerts to proactively identify issues.
• Learn and Adopt AI enabled tools/techniques for quick and effective solutions
• Investigate and resolve user-reported incidents within defined SLAs.
• Perform routine operational tasks such as application restarts, configuration changes, and deployment validations.
• Coordinate with internal technical teams and external vendors for issue resolution.
• Document incidents, solutions, and standard operating procedures (SOPs).
• Participate in root cause analysis and contribute to continuous improvement initiatives.
Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 1–3 years of experience in application or IT support roles.
• Familiarity with ticketing tools (e.g., ServiceNow, Salesforce, Jira) and monitoring tools (e.g., Splunk, AppD, Grafana).
• Strong troubleshooting and analytical skills.
• Good understanding of SQL and scripting (e.g., Shell, Python) is a plus.
• Excellent verbal and written communication skills.
Work Schedule: Rotational Shifts
• This role involves rotational shifts, including night shifts, to provide 24/7 application support.
• Flexibility to work weekends and public holidays as per shift schedule.
• Ability to handle responsibilities independently during off-hours.
Preferred Qualifications:
• Experience in supporting SaaS or cloud-based applications.
• ITIL Foundation certification.
• Prior experience working in a global support environment.
