Application Support Engineer

The Firm :

Arcsen is a leading global technology consulting firm specializing in providing innovative solutions and expert guidance to businesses across EMEA. With a commitment to excellence, Arcsen partners with industry giants such as Salesforce, MuleSoft, Tableau, Slack, and Sprout, Certinia, and Splunk, ensuring clients receive top-tier services tailored to their unique needs.

Job Description :

The Application Support Engineer at Arcsen will be responsible for ensuring the stability, integrity, and efficient operation of company applications. This role involves troubleshooting, diagnosing, and resolving application issues to ensure optimal performance and usability for end-users. The Application Support Engineer will collaborate with development teams, infrastructure teams, and end-users to identify and implement solutions.

Responsibilities :

1.    Application Support :

o    Provide technical support and troubleshooting for company applications, including diagnosing and resolving issues reported by end-users or automated monitoring systems.

o    Perform root cause analysis for application problems and implement preventive measures.

2.    Incident Management :

o    Respond to and resolve incidents and service requests within agreed SLAs (Service Level Agreements).

o    Escalate issues to appropriate teams or vendors as needed and ensure timely resolution.

3.    Monitoring and Maintenance :

o    Monitor application performance, availability, and security; proactively identify and address potential issues.

o    Conduct regular maintenance tasks, such as patching and upgrades, to ensure applications are up-to-date and secure.

4.    Documentation and Knowledge Management :

o    Maintain detailed documentation of application configurations, troubleshooting steps, and resolutions.

o    Contribute to knowledge base articles and user guides to facilitate self-service and improve support efficiency.

5.    Collaboration and Communication :

o    Work closely with development teams to prioritize bug fixes, enhancements, and new feature requests based on user feedback and support requirements.

o    Communicate effectively with stakeholders, including end-users, to provide updates on issue resolution and gather feedback.

6.    Change Management :

o    Participate in change management processes, including testing and validation of application changes before deployment to production environments.

7.    Continuous Improvement :

o    Identify opportunities for process improvement and automation to streamline application support and maintenance activities.

o    Stay updated on industry best practices and emerging technologies related to application support.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• 1-3 years of experience in application support, technical support, or a related field.
• Proficiency in troubleshooting and resolving technical issues related to enterprise applications.
• Experience with supporting applications deployed on cloud platforms (e.g., AWS, Azure) is a plus.
• Familiarity with databases (SQL, MySQL, Oracle, etc.) and proficiency in writing SQL queries.
• Strong analytical and problem-solving skills, with attention to detail.
• Excellent communication skills, both written and verbal, with the ability to communicate technical concepts to non-technical users.
• Ability to work independently and as part of a team in a dynamic, fast-paced environment.
• Certifications such as ITIL (Information Technology Infrastructure Library) or relevant vendor-specific certifications (e.g., Salesforce Administrator) are advantageous but not required.

Benefits

Arcsen is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Different makes us better.

By applying, you give your consent to the processing of your personal data which are necessary to the Personal Data Administrator for the purpose of the recruitment process, and the future recruitment processes. This consent will allow us to contact you in connection with our recruitment. We will process your data for two years.