Support Engineer

We are looking for a Support Engineer to join our team and provide technical support for enterprise software applications, warehouse automation systems, and customer-facing platforms. The ideal candidate will troubleshoot production issues, analyse logs, collaborate with engineering teams, and ensure high system availability for customers.

Responsibilities:

• Monitor application and system performance to identify and resolve issues proactively.
• Troubleshoot production incidents and perform root cause analysis.
• Analyse application, server, and database logs to diagnose problems.
• Support customers by resolving technical queries within defined SLAs.
• Collaborate with Product, Engineering, and Operations teams for issue resolution.
• Track incidents and service requests through ticketing systems.
• Create and maintain support documentation, SOPs, and knowledge base articles.
• Participate in on-call support and incident management activities.

Requirements:

• 1-3 years of experience in Application/Product/Technical Support.
• Strong knowledge of SQL and database troubleshooting.
• Experience with Linux/Unix environments and shell commands.
• Understanding of REST APIs, JSON, and web technologies.
• Experience with log analysis and monitoring tools.
• Familiarity with ticketing tools such as Jira, ServiceNow, or Zendesk.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.

Preferred Skills:

• Experience supporting SaaS, cloud-based, or enterprise applications.
• Knowledge of microservices architecture and distributed systems.
• Exposure to AWS, Azure, or GCP.
• Experience in warehouse automation, supply chain, or robotics domains is a plus.
• Bachelor's degree in Computer Science, Information Technology, or related field.
• Experience: 1-3 years.