Application Support / Product Support Engineer

Job Title: Application Support / Product Support Engineer
Experience: 5+years
Location: Remote
Shift Time : 8:00 PM - 4:00 AM 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.

Required Skills & Qualifications:

• 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.

Good to Have:

• 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.