Application Support Engineer

The Application Support Engineer (ASE) is a hybrid techno-functional role responsible for providing endto-end support for business-critical applications, proactively resolving issues, and documenting solutions to ensure knowledge transfer and efficient onboarding. As a key application help desk and production support team member, the ASE ensures the smooth operation of software systems while working collaboratively with clients, internal teams, and external vendors.

Responsibilities :

• Serve as the primary point of contact for client-reported application issues raised through ticketing systems, email, or communication channels (e.g., Teams).
• Analyze, troubleshoot, and resolve application-related issues, including access, performance, and configuration problems.
• Query and analyze SQL databases to retrieve data and resolve discrepancies.
• Test and debug API integrations for real-time data exchange between software systems (e.g., MRI, IVIVA).
• Maintain a well-documented knowledge base with step-by-step guides for common issues.
• Log all incidents in a ticketing system, including troubleshooting steps and resolutions, to ensure traceability and consistency.
• Work closely with software vendors to escalate unresolved issues, ensuring timely responses within agreed SLAs.
• Partner with internal teams for cross-functional tasks such as testing, training, and process improvement.
• Conduct remote and onsite sessions for end users to help them understand system functionalities and best practices.
• Proactively identify recurring issues and implement preventive measures to enhance system stability.
• Perform post-implementation testing to verify the resolution of reported defects and validate system changes.

Requirements

Education and Experience :

Additional Notes :

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