Support Engineer 2

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.

Must Have

• 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.

Good to Have

• Experience in supporting SaaS or cloud-based applications.
• ITIL Foundation certification.
• Prior experience working in a global support environment.

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.