Position : Application Support Engineer

Experience : 3-6 Years

Location : Bangalore, India

Job Summary :

We are seeking a proactive and technically skilled Application Support Engineer with 3-6 years of experience to join our team. The ideal candidate will provide comprehensive first-level technical support for our customer-facing web and mobile applications. You will be the primary point of contact for diagnosing, troubleshooting, and resolving a wide range of technical issues, ensuring a seamless user experience. This role requires a strong blend of technical expertise, excellent communication skills, and a commitment to maintaining detailed documentation and providing valuable feedback to our engineering teams.

Key Responsibilities :

Technical Support & Troubleshooting :

- Provide direct, first-level technical support to customers through multiple channels including phone, email, and chat.

- Diagnose and troubleshoot technical issues related to the application, such as order processing failures, login problems, payment gateway errors, and data synchronization issues.

- Guide customers through step-by-step solutions for common problems and clearly explain technical concepts to a non-technical audience.

Issue Escalation & Resolution :

- Log, track, and manage all customer issues within the support database, ensuring accurate records of all interactions.

- Perform preliminary root-cause analysis for recurring or complex issues.

- Promptly and accurately escalate unresolved or complex issues to L2/L3 support teams or relevant engineering departments with detailed technical context.

Collaboration & Feedback Loop :

- Collaborate closely with cross-functional teams, including product, development, and QA, to ensure a seamless and integrated approach to customer issue resolution.

- Collect, analyze, and report on customer feedback to help inform product improvements and bug prioritization.

Required Skills

Core Experience :

- 3-6 years of experience in an Application Support or Technical Support role.

- Proven experience in troubleshooting and resolving technical issues related to web and mobile applications.

Technical Proficiency :

- Familiarity with application troubleshooting tools and concepts (inspecting browser console logs, API request/response analysis).

- Basic understanding of web technologies (HTML, CSS, JavaScript) and mobile operating systems (iOS, Android).

- Experience with support ticketing systems like Jira, Zendesk, or Freshdesk.

Soft Skills :

- Excellent communication skills (verbal and written) with a customer-centric approach.

- Strong problem-solving and analytical abilities.

Preferred Skills :

- Experience in the e-commerce or logistics domain.

- Knowledge of database queries (e.g., SQL) to troubleshoot data-related issues.

- Experience with monitoring tools like Splunk, Datadog, or New Relic.