Job Description br>br>Our company is looking to hire an Application Support Engineer to join our Mumbai based Application Support team.
The Application Support Engineer will respond to faults and incidents on the front line, analyzing and troubleshooting problems, working with a variety of monitoring tools, and communicating with partner.
The Application Support is a 247 365 days operation that works in shifts and provides laptops with workfromhome opportunities.
br>br>Responsibilities br>br> Reporting to the team leader, this is a hands on role working with highly skilled group of fellow operations engineers and other technical staff.
br>br> To accomplish their primary goal of monitoring and troubleshooting computer and telecommunication networks and systems, Application Support Engineers perform many tasksbr>br> Oncall engineer will act as a first point of contact for any technical issues failures and will be working in shifts as a part of 24x7 support team.
br>br> While responding to incidents, the Application Support Engineer must carefully track and document all issues and resolutions in detailsbr>br> When problems are too large or complex for quick troubleshooting, Application Support Engineers must escalate the issue to management, other IT resources or merchants for assistance in reaching a resolution.
br>br> A strong and enthusiastic commitment to resolving customer problems in a high quality and timely manner.br>br> Collaborate with internal and external engineering teams to provide a high level of service and support on production systems.
br>br> Maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken.
br>br> Resolve customer problems via email and telephone.br>br> Research customer issues in a timely manner and follow up directly with the customer.
Escalate cases to the engineering team when the problem is beyond the scope of technical support or falls out of the support team's expertise.
br>br> Maintain control and management of the overall resolution for any escalated case, even when crossfunctional groups are involved.
br>br> Create knowledge base content to capture new learning for reuse throughout the company and user base.br>br> Participate in technical communications within the team to share best practices and learn about new technologies and other ecosystem applicationsbr>br> Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues. Flexibility to work remotely