Application Support Engineer

Position: Application support engineer

Experience Level: 5 - 8 years

Location: Pune, Hybrid

As an Application support engineer, you will be working as part of Aaxis global team to provide support services to our ecommerce customers. This support includes proactive monitoring, working with customer to understand application issues, troubleshooting and escalating to development team if necessary.

The ideal candidate has great communication skills to talk to end customer directly, acknowledge the issue and promise a resolution given runbooks and documented ways of resolving common issues.

We are committed to delivering high-quality products and services to our clients. We are seeking a highly motivated and skilled Application support engineer to join our dynamic team and provide world class support to our Customers.

Responsibilities…

• Interact directly with end customer for ecommerce application support


• Work via ticketing, Teams, Phone call, PagerDuty etc.


• Ability to acknowledge, assure and debug issues in production and non-production ecommerce systems based on well defined Runbooks.


• Keeping Runbooks and systems documentation up to date as new issues arrive


• Proactively monitor system to detect issues before end-customer does


• Think reliability and build tools and processes for more stable systems


• Work with core development team (L3) to escalate new types of issues


• Capture and share weekly and monthly KPIs on support tickets

Must-Have Skills…

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.


• Good working knowledge of Linux


• Proven experience application support role preferably for ecommerce systems


• Good understanding of multi-tier software architectures that have web-servers, application servers and Databases.


• Good knowledge of APIs and API security


• Good knowledge of Cloud infrastructure, cloud certifications a big plus


• Knowledge of DevOps


• Familiarity with network protocols, TCP/IP, DNS, DHCP, CDNs, Firewalls etc.


• Excellent troubleshooting and problem-solving skills.


• Strong communication and interpersonal skills.


• Ability to collaborate with global teams across time zones.

Soft skills

• Good customer service and communication skills.


• Good analytical and reasoning abilities.


• Results oriented; desire to succeed.


• Ability to establish credibility and trust.


• Ability to collaborate with teams yet able to be independent and prioritize key activities.


• Passionate in technology and ability to dive into different areas to support the company.