Application Support Product Support Engineer
- App Info
- 5 - 10 years
- Remote
- 2 months ago
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Job Description
Application Support / Product Support Engineer (5+ Years) - InApp Application Support / Product Support Engineer (5+ Years) Project Location(s): Experience: 5+ years Shift Time: IST (Night Shift) About the Role
We are looking for a proactive and analytical Support Engineer to handle client-reported issues across the project. The role involves close collaboration with the development team and end users through multiple communication channels and internal ticketing tools.
Key Responsibilities - Monitor and respond to client queries and issues reported through multiple communication channels and internal ticketing systems.
- Reproduce reported issues to identify root causes and determine whether they are defects or change requests.
- Collaborate with the Development and Testing teams to share detailed issue findings and ensure timely resolution.
- Provide temporary workarounds or guidance to users, ensuring minimal impact on business operations.
- Keep end users informed of ticket progress and resolution updates.
- Maintain clear documentation of issues, analysis, and solutions in the tracking tools.
- Strong analytical and problem-solving skills.
- Ability to quickly understand the product, reproduce issues, and identify patterns.
- Prior experience as a Tester or in a Customer Support / Application Support role for software products.
- Familiarity with bug tracking or ticketing tools (e.g., Jira, ServiceNow, etc.).
- Excellent communication skills, with the ability to convey technical updates clearly to non-technical users.
- Exposure to Slack-based communication or similar collaboration tools.
- Experience working in service-based or client-facing projects.
- Basic understanding of SQL / APIs for issue reproduction or data validation.
- Knowledge of SDLC and collaboration with development/testing teams.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: InAppLocation(s): Remote+ View Contact
Keyskills: Application support development testing Analytical ticketing tools Customer support JIRA Product support SDLC SQL Business operations
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