Requirements
Requires a Bachelor's degree in Information Systems, Computer Science, or related field. Must have 2-3 years of experience in application support, web support, or a similar technical support role. Strong experience with databases, SQL, scripting, REST APIs, basic programming concepts, developer tools, debugging techniques, and analyzing logs is essential. Excellent analytical, problem-solving, and communication skills are required, along with strong organizational abilities and attention to detail. Familiarity with Agile methodologies is a plus.
Description
Roles & ResponsibilitiesDiagnose and troubleshoot technical issues as the first line of support.Handle support tickets received through various channels within the agreed SLA.Collaborate with the engineering team to escalate production issues, discuss proposed solutions, and provide technical logs for investigation.Coordinate with cross-functional stakeholders, including Commercial, Operations, and Engineering teams, to resolve technical issues efficiently.Perform daily system health checks and monitoring activities.Prepare detailed reports for global incidents and share findings with the management team.Analyze recurring issues and abnormal trends, identify root causes, and drive corrective and preventive actions.Participate in a 24/7 rotational shift schedule and on-call support as required.Required Education, Knowledge & Skills:Bachelor's degree in Information Systems, Computer Science, or a related field.2–3 years of experience as an Application Support Engineer, Web Support Engineer, or in a similar technical support role.Strong experience with databases, SQL, scripting, REST APIs, and basic programming concepts.Strong experience using developer tools, debugging techniques, and analyzing application/system logs.Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues.Excellent verbal and written communication skills.Highly organized with strong attention to detail and the ability to meet deadlines.Ability to work effectively in a fast-paced, cross-functional environment.Familiarity with Agile methodologies is a plus.