Application Support Engineer - Troubleshooting Tools

<p><p><b>Position : </b> Application Support Engineer<br/><br/><b>Experience : </b> 3-6 Years<br/><br/><b>Location : </b> Bangalore, India<br/><br/><b>Job Summary : </b><br/><br/>We are seeking a proactive and technically skilled Application Support Engineer with 3-6 years of experience to join our team.

The ideal candidate will provide comprehensive first-level technical support for our customer-facing web and mobile applications.

You will be the primary point of contact for diagnosing, troubleshooting, and resolving a wide range of technical issues, ensuring a seamless user experience.

This role requires a strong blend of technical expertise, excellent communication skills, and a commitment to maintaining detailed documentation and providing valuable feedback to our engineering teams.<br/><br/><b>Key Responsibilities : </b><br/><br/><b>Technical Support & Troubleshooting : </b><br/><br/>- Provide direct, first-level technical support to customers through multiple channels including phone, email, and chat.<br/><br/>- Diagnose and troubleshoot technical issues related to the application, such as order processing failures, login problems, payment gateway errors, and data synchronization issues.<br/><br/>- Guide customers through step-by-step solutions for common problems and clearly explain technical concepts to a non-technical audience.<br/><br/><b>Issue Escalation & Resolution : </b><br/><br/>- Log, track, and manage all customer issues within the support database, ensuring accurate records of all interactions.<br/><br/>- Perform preliminary root-cause analysis for recurring or complex issues.<br/><br/>- Promptly and accurately escalate unresolved or complex issues to L2/L3 support teams or relevant engineering departments with detailed technical context.<br/><br/><b>Collaboration & Feedback Loop : </b><br/><br/>- Collaborate closely with cross-functional teams, including product, development, and QA, to ensure a seamless and integrated approach to customer issue resolution.<br/><br/>- Collect, analyze, and report on customer feedback to help inform product improvements and bug prioritization.<br/><br/><b>Required Skills</b><br/><br/><b>Core Experience : </b><br/><br/>- 3-6 years of experience in an Application Support or Technical Support role.<br/><br/>- Proven experience in troubleshooting and resolving technical issues related to web and mobile applications.<br/><br/><b>Technical Proficiency : </b><br/><br/>- Familiarity with application troubleshooting tools and concepts (inspecting browser console logs, API request/response analysis).<br/><br/>- Basic understanding of web technologies (HTML, CSS, JavaScript) and mobile operating systems (iOS, Android).<br/><br/>- Experience with support ticketing systems like Jira, Zendesk, or Freshdesk.<br/><br/><b>Soft Skills : </b><br/><br/>- Excellent communication skills (verbal and written) with a customer-centric approach.<br/><br/>- Strong problem-solving and analytical abilities.<br/><br/><b>Preferred Skills : </b><br/><br/>- Experience in the e-commerce or logistics domain.<br/><br/>- Knowledge of database queries (e.g., SQL) to troubleshoot data-related issues.<br/><br/>- Experience with monitoring tools like Splunk, Datadog, or New Relic.</p><br/></p> (ref:hirist.tech)