Support Engineer - Software

<p><strong>Job Description </strong></p>
<p><strong>Job Title: </strong><strong>Support Engineer – Software</strong></p>
<p><strong>Overview:</strong></p>
<p>We are seeking a <strong>Support Engineer – Software</strong> to provide technical support for enterprise software applications. The role will troubleshoot application, database, API, and integration issues while working closely with Engineering, Product, DevOps, and Customer Success teams.</p>
<p> </p>
<p><strong>Roles & responsibility:</strong></p>
<p> </p>
<ul>
<li>Provide L2/L3 technical support for enterprise and SaaS applications.</li>
<li>Troubleshoot application, database, API, integration, and system issues.</li>
<li>Analyze logs, reproduce defects, identify root causes, and provide solutions or workarounds.</li>
<li>Manage incidents and service requests according to SLAs.</li>
<li>Escalate complex issues to Engineering with detailed technical analysis.</li>
<li>Collaborate with Development, QA, Product, and DevOps teams on production issues.</li>
<li>Support deployments, upgrades, patches, and release validation.</li>
<li>Maintain troubleshooting guides, knowledge articles, and technical documentation.</li>
<li>Monitor application health and identify recurring issues.</li>
<li>Participate in on-call support as required.</li>
</ul>
<p><strong> </strong></p>
<p><strong>Qualifications</strong></p>
<p> </p>
<ul>
<li>Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent professional experience.</li>
<li>2–5 years of experience in technical support, application support, software engineering, or IT operations.</li>
<li>Experience supporting enterprise or SaaS applications.</li>
<li>Strong understanding of client/server architecture, web applications, REST APIs, and networking fundamentals.</li>
<li>Experience working with SQL databases and writing basic to intermediate SQL queries.</li>
<li>Familiarity with Windows and Linux operating systems.</li>
<li>Experience using ticketing systems such as Jira, ServiceNow, Zendesk, or similar platforms.</li>
<li>Excellent troubleshooting, analytical, and critical thinking skills.</li>
<li>Strong written and verbal communication skills.</li>
<li>Ability to prioritize multiple issues in a fast-paced environment while maintaining a high level of customer service.</li>
<li>Willingness to work in a 24/7 environment</li>
</ul>
<p><strong>Preferred skills & experience </strong></p>
<ul>
<li>Experience with AWS, Azure, or Google Cloud.</li>
<li>Knowledge of Docker, Kubernetes, CI/CD, and DevOps practices.</li>
<li>Experience with monitoring tools such as Splunk, Datadog, Grafana, or New Relic.</li>
<li>Basic scripting knowledge in PowerShell, Bash, or Python.</li>
<li>Familiarity with authentication protocols such as OAuth, SAML, or LDAP.</li>
<li>ITIL Foundation certification is a plus</li>
</ul>