Job Description
Job Title: Support Engineer – Software
Overview:
We are seeking a Support Engineer – Software to provide technical support for enterprise software applications. The role will troubleshoot application, database, API, and integration issues while working closely with Engineering, Product, DevOps, and Customer Success teams.
Roles & responsibility:
- Provide L2/L3 technical support for enterprise and SaaS applications.
- Troubleshoot application, database, API, integration, and system issues.
- Analyze logs, reproduce defects, identify root causes, and provide solutions or workarounds.
- Manage incidents and service requests according to SLAs.
- Escalate complex issues to Engineering with detailed technical analysis.
- Collaborate with Development, QA, Product, and DevOps teams on production issues.
- Support deployments, upgrades, patches, and release validation.
- Maintain troubleshooting guides, knowledge articles, and technical documentation.
- Monitor application health and identify recurring issues.
- Participate in on-call support as required.
Qualifications
- Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent professional experience.
- 2–5 years of experience in technical support, application support, software engineering, or IT operations.
- Experience supporting enterprise or SaaS applications.
- Strong understanding of client/server architecture, web applications, REST APIs, and networking fundamentals.
- Experience working with SQL databases and writing basic to intermediate SQL queries.
- Familiarity with Windows and Linux operating systems.
- Experience using ticketing systems such as Jira, ServiceNow, Zendesk, or similar platforms.
- Excellent troubleshooting, analytical, and critical thinking skills.
- Strong written and verbal communication skills.
- Ability to prioritize multiple issues in a fast-paced environment while maintaining a high level of customer service.
- Willingness to work in a 24/7 environment
Preferred skills & experience
- Experience with AWS, Azure, or Google Cloud.
- Knowledge of Docker, Kubernetes, CI/CD, and DevOps practices.
- Experience with monitoring tools such as Splunk, Datadog, Grafana, or New Relic.
- Basic scripting knowledge in PowerShell, Bash, or Python.
- Familiarity with authentication protocols such as OAuth, SAML, or LDAP.
- ITIL Foundation certification is a plus