Application Support / Product Support Engineer (5+ Years)

Shift Time: 8:00 PM – 4:00 AM IST (Night Shift)

About the Role

We are looking for a proactive and analytical Support Engineer to handle client-reported issues across the project. The role involves close collaboration with the development team and end users through multiple communication channels and internal ticketing tools.

Key Responsibilities

• Monitor and respond to client queries and issues reported through multiple communication channels and internal ticketing systems.
• Reproduce reported issues to identify root causes and determine whether they are defects or change requests.
• Collaborate with the Development and Testing teams to share detailed issue findings and ensure timely resolution.
• Provide temporary workarounds or guidance to users, ensuring minimal impact on business operations.
• Keep end users informed of ticket progress and resolution updates.
• Maintain clear documentation of issues, analysis, and solutions in the tracking tools.

Required Skills & Qualifications

• Strong analytical and problem-solving skills.
• Ability to quickly understand the product, reproduce issues, and identify patterns.
• Prior experience as a Tester or in a Customer Support / Application Support role for software products.
• Familiarity with bug tracking or ticketing tools (e.g., Jira, ServiceNow, etc.).
• Excellent communication skills, with the ability to convey technical updates clearly to non-technical users.
• Exposure to Slack-based communication or similar collaboration tools.

Good to Have

• Experience working in service-based or client-facing projects.
• Basic understanding of SQL / APIs for issue reproduction or data validation.
• Knowledge of SDLC and collaboration with development/testing teams.