Description :

The Application Support Engineer will work closely with business, product, and engineering teams to ensure smooth operation of critical applications. The role demands strong troubleshooting skills, API debugging, and effective communication with both technical and non-technical stakeholders.

Key responsibilities :

- Monitor application and system health using Grafana and Kibana dashboards, responding to alerts and anomalies in a timely manner.

- Use ELK-based logs and dashboard insights to proactively detect, investigate, and resolve performance, reliability, and functional issues.

- Troubleshoot production and UAT incidents end-to-end, including initial triage, impact assessment, and coordination with development or DevOps teams for resolution.

- Analyze API requests and responses using Postman to reproduce issues, validate fixes, and support integrations with internal and external systems.

- Perform root cause analysis for recurring issues and contribute to preventive actions and long-term fixes.

- Translate business problems into clear technical issues, ensuring correct prioritization and communication of impact and timelines.

- Document runbooks, troubleshooting steps, known errors, and standard operating procedures to build and maintain a strong knowledge base.

- Collaborate with business stakeholders to understand workflows, edge cases, and process dependencies to provide context-aware support.

- Participate in on-call or shift rotations (if applicable) to provide timely support for critical incidents.

Required skills and qualifications :

- Strong understanding of business workflows and ability to map them to application behavior and data flows.

- Hands-on experience with Postman or similar tools for API testing, debugging, and validation.

- Good understanding of general troubleshooting methodologies for web, API-driven, or microservice-based systems.

- Basic scripting or programming experience in Python or JavaScript for automation, log parsing, or small tooling.

- Experience using Grafana and Kibana dashboards for application and system monitoring, including working with alerts and basic dashboard customization.

- Familiarity with ELK (Elasticsearch, Logstash, Kibana) or similar centralized logging platforms.

- Strong communication skills, with the ability to clearly explain issues, impacts, and resolutions to both technical and business audiences.

- Ability to work in a fast-paced environment, handle multiple incidents or requests in parallel, and prioritize effectively based on impact and urgency.