Application Support Engineer


Posted 3 months ago

Open Positions: 2

Location : Pune

Education Qualifications: Bachelor degree in computer science/engineering or equivalent work experience

Experience: 3- 5 years

Job Description: 

  • Provide technical support for our cutting-edge hybrid cloud network monitoring software.
  • Provide application support to our customers by answering telephone calls, replying to emails, and utilize ticketing system in line with departmental measures, with a focus on high quality, accuracy and customer satisfaction
  • Document and record all activity and communication with customers according to departmental standards of quality
  • Record all activity in the department’s ticketing system, updating cases within SLA guidelines so progress can be tracked with each customer’s incident, viewed via the customer portal.
  • Meet or exceed service level requirements and departmental goals for ticket Management, Phone and Email response times, and Customer Satisfaction scores
  • Review cases for technical complexity and make recommendations to team members with regards escalation according to departmental Best Practice
  • Use and create knowledgebase articles based on new product information, support incidents, and/or common or critical issues
  • Adhere Support Services best practices
  • Participate in departmental projects
  • Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement
  • Perform hands-on installation, configuration, and troubleshooting of appliances
  • Provide on-call and shift coverage as required

Mandatory Skills:

  •  Strong support, deployment and/or administration experience for enterprise software solutions
  • System administration/support experience in Windows and Unix environments with an emphasis on Linux
  • Configuration and troubleshooting SNMP based Network/Systems Management platforms
  • MySQL Database knowledge is recommended
  • Solid understanding of TCP/IP networking

Preferred skills:

  • Knowledge of scripting, PHP and/or Python is a plus
  • Handling customer cases via phone and email systems; on-site experience a plus


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