Application Support Engineer

Job description / Role

Description

We are seeking a detail-oriented and proactive application support engineer to manage, monitor, and troubleshoot enterprise applications. Responsible for ensuring that all software applications run smoothly, identifying and resolving issues, and providing technical support to internal and external users. Must have insurance domain knowledge. Experience in data migration is preferred.

Key responsibilities:

• Provide day-to-day application support for internal and external users.
• Troubleshoot and resolve technical issues related to application performance, user access, and functionality.
• Respond to and resolve level 2 (L2) and level 3 (L3) support tickets within defined service level agreements (SLAs).
• Bug fixing & deployment: coordinate with the vendor and internal teams to identify software bugs, test patches, and manage the deployment of updates in production environments.
• Run SQL queries to extract data, generate reports, or perform data fixes as required for troubleshooting.
• Documentation: maintain a comprehensive knowledge base for common issues, system configurations, and standard operating procedures (SOPs).
• Perform root cause analysis and deep-dive investigations into recurring system failures and propose long-term technical solutions.
• Monitor application performance and conduct regular health checks.
• Create and maintain documentation for application procedures, troubleshooting steps, and best practices.
• Participate in software upgrades, patches, and migrations as needed.
• Escalate unresolved issues to the development or infrastructure teams as necessary.
• Ensure compliance with IT policies, security, and data protection regulations.
• Provide training and guidance to end-users to optimize application usage.

Requirements:

• Bachelor’s degree in computer science, information technology.
• Proven experience in application support, system administration, or technical support (3-4 years preferred).
• Strong knowledge of SQL, PL/SQL, ERP, database tools, Oracle, SQL databases, and server environments.
• Proficiency in troubleshooting and resolving application issues.
• Excellent communication skills and the ability to work collaboratively with technical and non-technical teams.
• Ability to handle multiple tasks in a fast-paced environment.
• Problem-solving mindset and keen attention to detail.

Preferred skills:

• Experience in application monitoring tools and service desks.