Application Support Engineer
2-4 yearsNoidaGraduation/Post Graduation


  • Dealing with incoming faults in a professional, courteous manner over the phone or via email, chats
  • Assist customers in solving problems related to product features, usability, technical issues, product performance, product/feature onboarding, diagnosing/resolving technical issues, and escalation support 
  • Work closely with senior teams to translate customer feedback into potential fixes/enhancements 
  • Taking ownership of faults and managing them in a logical and methodical manner
  • Achieve team targets for response times, service level and customer satisfaction as established by the Manager Customer Support 
  • Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
  • Conducting full and thorough diagnostics with end-users to enable the first point of contact fault resolution
  • Ensuring all faults are progressed and cleared within SLA – escalating to other internal and external teams as appropriate
  • Collaborate with team members across Technical Services, Customer Success, Product, Marketing and Engineering team as needed to resolve issues and deliver great customer experiences 
  • Monitor CSAT/NPS scores and drive increased customer advocacy by compiling and sharing 
  • feedback with relevant stakeholders including Manager, Product Team, Technical Services      and Customer Success Team
  • Maintain and create detailed documentation through logging of support cases, email and knowledge base articles for the customer and internal use 
  • Identify and escalate repeated issues or service risks to senior engineers and Service Delivery Managers
  • Sharing knowledge with team colleagues via knowledge sharing sessions
  • Manage multiple scheduled tasks for customers, designed to ensure that the customers system remains operational


  • Prior experience n a customer support role, B2B supporting an Enterprise or SaaS-based application experience preferred 
  • Comfortable working in 24*7 shifts, weekend or on-call support 
  • Proven track record of working in a similar capacity providing 24 x 7 application and IT Infrastructure management support to global customers
  • Experience with ticketing tools like Jira, Remedy or ServiceNow
  • Good interpersonal skills and relationship-building skills
  • Excellent customer service skills to be able to serve customers in a team-oriented and collaborative environment
  • Basic understanding of ITIL (Incident Management & Escalation Management), Cloud Infrastructure (AWS), Operating Systems (Linux & Windows)
  • High personal productivity and excellent time management 
  • Preferred ITIL Foundation V3 or V4 certification
Application Support Engineer
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