APPLICATION SUPPORT

Location: BGC

Work Set Up: Onsite

Work Schedule: Night Shift

Key Responsibilities

Provide L1 application support for web-based platforms and business applications.
Receive, acknowledge, analyze, and resolve support tickets within agreed SLA timelines.
Perform initial troubleshooting of application issues, user access issues, data discrepancies, job failures, and system errors.
Use SQL Server queries to validate data, investigate issues, and support application-level troubleshooting.
Review application logs, error messages, and basic system behavior to identify possible causes of issues.
Escalate complex technical issues to L2/L3 support, engineering, database, or infrastructure teams with complete documentation and initial analysis.
Support incident management activities, including issue tracking, follow-ups, status updates, and closure documentation.
Coordinate with customer support, operations, QA, and engineering teams to ensure timely resolution of reported issues.
Assist in post-deployment validation, smoke testing, and basic release support activities.
Monitor scheduled jobs, application alerts, dashboards, and reports to detect failures or abnormal behavior.
Prepare clear documentation for known issues, troubleshooting steps, workarounds, and resolutions.
Maintain accurate ticket notes, root cause summaries, and resolution details.
Support basic IIS/web application checks under guidance from senior support or infrastructure teams.
Assist in preparing recurring support reports, issue summaries, and operational metrics.
Ensure a high level of customer satisfaction through timely communication and professional support handling.
Perform other related support tasks as assigned.

Required Qualifications

2–3 years of experience in application support, technical support, production support, or software support.
Working knowledge of Microsoft SQL Server, including writing basic to intermediate SQL queries.
Basic understanding of .NET or C#-based web applications.
Experience troubleshooting web application issues in a production or support environment.
Familiarity with ticketing tools such as Jira, ServiceNow, Zendesk, Freshservice, or similar platforms.
Ability to analyze logs, error messages, screenshots, user reports, and system behavior to identify issues.
Good understanding of incident management, escalation processes, SLA tracking, and support documentation.
Strong written and verbal communication skills.
Customer-focused mindset with the ability to work collaboratively across teams.
Willingness to work in shifting schedules, weekend support, or holiday coverage if required.

Preferred Qualifications

Basic knowledge of Microsoft IIS web servers.
Exposure to MongoDB or other NoSQL databases.
Familiarity with REST APIs, JSON, XML, Postman, or API troubleshooting.
Experience using monitoring or logging tools such as Grafana, Splunk, ELK, Datadog, Dynatrace, or similar platforms.
Basic understanding of Git, code repositories, and release management processes.
Exposure to cloud-based applications or SaaS platforms. Experience supporting clients or internal users in a B2B software environment.

Technical Skills

SQL Server: Basic to intermediate querying, joins, fi lters, data validation, and issue investigation.
.NET / C#: Basic understanding of application behavior, error handling, and web application support.
Web Applications: Basic troubleshooting of application errors, access issues, browser issues, and user-reported defects.
IIS: Basic awareness of application pools, services, logs, and web server behavior.
Support Tools: Ticketing systems, monitoring dashboards, logs, and knowledge base tools.
Documentation: Ticket updates, troubleshooting guides, known issue articles, and resolution notes.

Application Support Engineer (Junior)