Engineer - Application Support N 4A

Role Overview

Support Responsibilities

• Perform initial triage, basic fixes, ticket classification, and documentation.
• Identify response errors, latency delays, and user-interface failures.
• Escalate advanced troubleshooting and engineering fixes to L2 and L3 teams.
• Support first-call resolution, SLA adherence, and improved user satisfaction.

Technical Qualifications

• Understand application support or IT support processes, web applications, and APIs.
• Be familiar with ServiceNow or similar ticketing tools and monitoring dashboards.
• Have working knowledge of basic SQL queries, databases, and Azure or AWS environments.
• Understand the end-to-end GenAI workflow from UI through API, model, and response.

Education and Additional Qualifications

• Hold a bachelor's degree in Computer Engineering, Computer Science, or Information Technology, or a master's degree in Software Engineering.
• ITIL Foundation certification is listed among the qualifications.
• Exposure to LLM-based applications and prompt-based workflows is preferred.
• Demonstrate strong problem-solving, attention to detail, communication, and customer-handling skills.
• Be able to work in a 24x7 or shift-based support model.

Work Arrangement

• The job description identifies the work arrangement as hybrid.
• The role is an L1 operations and frontline support position.

Shift

• The role may require 24x7 or shift-based support.