Technical Support / Application Support Specialist

We are seeking a dedicated and skilled Technical Support / Application Support Specialist to join our team. The role is responsible for handling technical support tickets from customers, ensuring timely resolution or escalation, monitoring system availability, and managing incidents in alignment with organizational service-level objectives. The ideal candidate should have strong problem-solving skills, application development and troubleshooting experience, and the ability to collaborate effectively with internal teams to ensure smooth operations.

Key Responsibilities

• Ticket Management
• Receive, analyze, and respond to technical support tickets raised by customers.
• Provide first-level troubleshooting, solutions, or guidance to resolve issues.
• Accurately categorize, prioritize, and document tickets in the support system.
• Escalate unresolved or complex issues to the appropriate technical or development teams.
• Incident Management
• Act as the first point of contact during system incidents or outages.
• Coordinate incident response, including initial triage, escalation, and communication with stakeholders.
• Ensure incident resolution within agreed SLAs and document root cause and resolution steps.
• System Monitoring
• Monitor the health and availability of applications and systems using monitoring tools such as New Relic, Grafana, or similar.
• Proactively identify performance issues, errors, or potential outages.
• Respond to system alerts and initiate corrective actions or escalate as needed.
• Application Troubleshooting & Support
• Utilize knowledge of application development and debugging to resolve technical issues.
• Collaborate with developers to analyze logs, code, and APIs to identify and address root causes.
• Support integration-related issues and provide recommendations for fixes or improvements.
• Collaboration & Communication
• Work closely with internal teams (infrastructure, development, QA, DevOps, etc.) to resolve escalated issues.
• Communicate updates to customers and stakeholders in a clear and timely manner.
• Provide feedback and insights to teams for continuous improvement of applications and services.
• Documentation & Reporting
• Maintain accurate and up-to-date records of incidents, tickets, and resolutions.
• Contribute to knowledge base articles, troubleshooting guides, and FAQs.
• Prepare periodic reports on ticket trends, recurring issues, and system performance.
• Build RCA (Root Cause Analysis) for upcoming incidents.

Requirements

Benefits