Job Description :

We are looking for an experienced Application Support Consultant to provide L2/L3 support for enterprise applications and manage complex customer environments. The role will involve troubleshooting application issues, managing incidents, coordinating with R&D and implementation teams, and ensuring timely resolution of customer-impacting issues.

The ideal candidate will have strong application troubleshooting skills along with experience working with databases, software installations, cloud infrastructure, and enterprise customer environments.

Key Responsibilities :

- Provide L2/L3 application support for enterprise customers and resolve technical issues within defined SLAs.

- Analyze, troubleshoot, and resolve application, configuration, integration, and environment-related issues.

- Investigate recurring and complex incidents and perform root cause analysis (RCA).

- Respond proactively to critical and high-priority customer incidents and drive issues through to resolution.

- Manage customer issues from initial diagnosis through resolution, ensuring clear communication and timely updates.

- Understand customer application environments, including hardware, software, databases, integrations, and infrastructure configurations.

- Collaborate with R&D, Engineering, Implementation, and Services teams to troubleshoot product defects and drive fixes.

- Coordinate defect resolution and ensure issues are addressed within project and customer timelines.

- Support application installation, configuration, upgrades, patches, and deployment activities.

- Troubleshoot database-related issues and perform basic data analysis using SQL.

- Work with SQL Server and/or Oracle databases for troubleshooting, data validation, and issue investigation.

- Support applications deployed on AWS, Microsoft Azure, or Google Cloud environments.

- Monitor application health, logs, performance, and infrastructure components to identify and resolve issues.

- Maintain detailed documentation of incidents, troubleshooting procedures, known issues, and resolutions.

- Identify opportunities to improve application stability, support processes, monitoring, and operational efficiency.

- Participate in knowledge sharing and contribute to support runbooks and technical documentation.

Requirements :

- 6 - 10 years of experience in application support, production support, technical support, or a related role.

- Strong experience in L2/L3 application support and troubleshooting.

- Experience handling critical incidents, customer escalations, RCA, and problem management.

- Good understanding of application architecture, configurations, integrations, and enterprise IT environments.

- Hands-on experience with SQL and relational databases such as SQL Server and/or Oracle.

- Experience with software installation, configuration, upgrades, patching, and deployment.

- Exposure to AWS, Azure, or Google Cloud environments.

- Ability to analyze application logs, database issues, system errors, and performance problems.

- Experience working closely with R&D/Engineering and implementation teams to resolve product defects and complex technical issues.

- Strong customer-facing and stakeholder management skills, with the ability to manage complex enterprise accounts.

- Strong analytical and problem-solving skills with a structured approach to troubleshooting.

- Good written and verbal communication skills.

- Ability to work effectively in a fast-paced environment and respond to high-priority production issues.