Synopsis :

We are seeking a highly motivated and technically skilled Technical Support Engineer to join our growing team. You will play a crucial role in ensuring the smooth operation of our software applications and resolving any issues that may arise. You'll provide technical assistance and support to our users, helping them utilize the software effectively and troubleshoot any problems they encounter.

Responsibilities :

Application Support & Incident Management :

- Analyze application support tickets to identify root causes and implement effective solutions or workarounds.

- Respond to and resolve incidents within defined service level agreements (SLAs).

- Collaborate with internal teams to address recurring issues and reduce incident volume.

User Support & Enablement :

- Assist users in understanding and effectively utilizing applications.

- Provide training, guidance, and troubleshooting support to improve user adoption and satisfaction.

- Act as a point of contact for application-related queries and operational issues.

Application Maintenance & Operations :

- Perform routine application maintenance, including updates, patching, and configuration changes.

- Ensure system stability, performance optimization, and adherence to security standards.

Documentation & Knowledge Management :

- Create and maintain documentation for application support processes, known issues, and resolutions.

- Develop knowledge base articles to streamline issue resolution and improve support efficiency.

- Ensure documentation remains accurate and up to date.

Cross-Functional Collaboration & Performance Monitoring :

- Work closely with development, quality assurance, and infrastructure teams to resolve complex issues.

- Support implementation of enhancements and bug fixes.

- Monitor application performance, identify bottlenecks, and recommend optimization strategies to improve system reliability and user experience.

- Support release activities and post deployment validation