Take ownership of customer-reported application and system issues and ensure timely resolution within SLA commitments.
Perform troubleshooting, incident analysis, and root cause investigation for technical issues.
Coordinate with L2 Support, QA, Development, and Product teams for issue escalation and resolution.
Ensure accurate logging, tracking, and documentation of incidents and service requests.
Create and maintain troubleshooting guides, support documentation, and knowledge base articles.
Support software deployments, configuration validation, and license management activities.
Assist with testing activities from an end-user perspective.
Provide technical guidance and troubleshooting support to customers when required.
Monitor application health and proactively identify potential issues.
Maintain compliance with established support processes and operational procedures.
Strong hands-on experience with MS SQL Server and complex SQL query writing.
Good understanding of Windows Server environments.
Experience with IIS and/or Apache Tomcat web servers.
Knowledge of .NET Framework, JavaScript, and VBScript.
Experience supporting enterprise software applications.
Familiarity with ticketing and issue tracking tools such as JIRA, Bugzilla, Mantis, or Remedy.
Understanding of system maintenance, monitoring, and problem-solving techniques.
Knowledge of messaging standards and integrations is desirable.
Excellent analytical and troubleshooting abilities.
