Application Support Engineer

Job Role – Application Support Engineer (L1 & L2 Support)

Experience: 2–4 Years

Location: On-site (Night Shift Allowed From Home Occasionally)

Shift: General + Occasional Night Shift (WFH during night shift)

About the Role

We are seeking a proactive and analytical Application Support Engineer to provide L1 and L2 support for our business-critical applications. The ideal candidate will have strong experience in Postman, API testing, Ebana, troubleshooting, incident resolution, and coordination with product / engineering teams.

This role requires the ability to quickly identify issues, support end-users, and ensure smooth functioning of applications in a production environment.

Key Responsibilities

1. L1 Support (Primary User Support)

Respond to incoming support tickets, emails, and alerts within SLA timelines.

Perform initial analysis, troubleshooting, and resolution for common application issues.

Guide end-users through solutions and provide step-by-step resolution instructions.

Log and categorize incidents accurately in the ticketing system.

2. L2 Support (Technical Troubleshooting)

Conduct deeper investigation of application-level issues.

Validate API requests and responses using Postman; reproduce bugs when needed.

Analyze logs, data flow, and integrations to identify root causes.

Coordinate with development and QA teams for fixes and enhancements.

3. API & Integration Support

Perform API testing using tools like Postman.

Support application integrations involving internal and third-party APIs.

Understand JSON, request/response mapping, and troubleshoot API failures.

4. Application Monitoring & Incident Management

Monitor application performance, dashboards, alerts, and error logs.

Respond to production incidents, ensuring minimal downtime.

Follow standard incident management processes (ITIL preferred).

Document issue RCA, resolutions, and workarounds clearly.

5. Collaboration & Communication

Work closely with tech teams, business teams, and customers for timely issue resolution.

Escalate high-priority issues to L3 or Engineering teams as required.

Prepare knowledge base articles, SOPs, and documentation for recurring issues.

6. Night Shift Readiness

Occasionally work in night shift during critical releases or production support needs.

Night shifts will be WFH (Work From Home) when required.

Required Skills & Qualifications

2–4 years of experience in Application Support / Product Support environment.

Strong hands-on experience with Postman and API testing.

Experience with Ebana or similar support/monitoring tools.

Good understanding of REST APIs, JSON, data mapping, and integrations.

Ability to analyze logs, troubleshoot issues, and reproduce problems.

Familiarity with ticketing tools like Jira, ServiceNow, Freshdesk, etc.

Excellent communication skills and ability to handle customers professionally.

Strong analytical thinking, problem-solving, and attention to detail.

Good-to-Have Skills

Basic understanding of SQL queries for data validation.

Experience with cloud-based applications (AWS/GCP/Azure).

Exposure to ITIL practices and incident/change management.

Understanding of debugging tools or log monitoring systems (Kibana, Grafana, etc.).

LEVEL OF EXPERTISE

Postman - 2 years

ebana - 2 years

API - 2 years

Technical Support - 2 years

Why Join Us?

Opportunity to work with modern SaaS-based platforms and API-driven systems.

Exposure to both customer-facing (L1) and technical (L2) responsibilities.

Growth-oriented environment with strong learning opportunities.

Flexible arrangement during night support (Work From Home allowed).

Collaborative team culture with transparent escalation practices.