Application Support Engineer

Application Support Engineer

What You’ll Be Doing

Core Responsibilities

• Provide technical support for a variety of enterprise applications.
• Collaborate with developers and other IT teams to troubleshoot and resolve complex application issues, including performance bottlenecks, integration problems, and data integrity issues.
• Monitor application performance and proactively identify and address potential issues.
• Perform root cause analysis of incidents and implement preventative measures to minimize future occurrences.
• Develop and maintain documentation for team processes and procedures.
• Troubleshoot and diagnose application issues using established procedures.
• Participate in projects related to application upgrades, migrations, and implementations.
• Contribute to continuous improvement initiatives within the Application Support team.
• Participate in knowledge sharing sessions and contribute to the team's overall knowledge base.

Experience, Qualification and Skills

• Bachelor’s degree in computer science, Information Technology, or a related field (preferred).
• Minimum 5 years of experience in application support or a similar technical role.
• Experience with CRM application.
• Good understanding of ITIL principles and their application to service management.
• Experience with specific ITIL processes (e.g., Incident Management, Problem Management, Service Level Management) a plus.
• Analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Experience with a ticketing system (e.g., ServiceNow, Jira) is a plus.
• Proven experience troubleshooting and resolving application issues.
• Experience with setting up and using Application Monitoring tools (Prometheus Stack, Dynatrace, Datadog, ...) is a plus.
• Experience with scripting languages (PowerShell, Bash) is a plus.
• Strong understanding of networking concepts and protocols (TCP/IP, DNS, etc.) a plus.
• Experience with OS Administration (Linux or Windows).
• Experience with Database technologies is preferred.

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