Technical Support Executive

Role Overview

We are looking for a hands-on Application Support Engineer to be deployed at a client location. The person will take ownership of the day-to-day functioning of our deployed software solution and act as the primary coordination point between the client’s business users, IT teams, and our internal product and engineering teams.

The objective of this role is to ensure that the application remains available, operates smoothly, and is used effectively by the client.

Key Responsibilities

• Application Monitoring and OperationsMonitor the availability and performance of the deployed application.
• Ensure scheduled processes, data updates, integrations, APIs, reports, alerts, and background jobs run successfully.
• Perform daily application health checks and maintain operational checklists.
• Identify failures, delays, data issues, and performance problems before they affect users.
• Coordinate with the client’s IT, infrastructure, database, network, and security teams when required.

Incident Management and Support

• Act as the first point of contact for application-related incidents and user issues.
• Record, classify, prioritize, and track every issue through the support ticketing process.
• Perform initial troubleshooting using application logs, database queries, monitoring tools, and system information.
• Restore services quickly through approved procedures and workarounds.
• Escalate product defects and complex technical issues to the appropriate internal teams.
• Follow up until the issue is resolved and formally closed with the client.

Root Cause Analysis

• Investigate recurring incidents and identify their underlying causes.
• Collect relevant logs, screenshots, timestamps, error details, and user inputs.
• Prepare clear Root Cause Analysis reports for major incidents.
• Document the cause, business impact, resolution, corrective action, and preventive action.
• Track preventive actions to completion so that the same issue does not recur.
• Client and User SupportAssist business and operational users in understanding and using the product correctly.
• Respond to functional queries and explain application workflows, reports, alerts, and outputs.
• Support new-user onboarding and conduct basic product training when required.
• Collect user feedback and communicate genuine product requirements to the product team.
• Maintain professional and regular communication with client stakeholders.

Release and Change Support

• Coordinate application releases, patches, configuration changes, and infrastructure activities.
• Support testing, UAT, deployment validation, and post-release monitoring.
• Maintain records of deployed versions, configurations, known issues, and changes.
• Ensure that production changes are carried out only through approved change-management processes.
• Coordinate with internal teams and the client’s IT team during planned maintenance.

Reporting and Documentation

• Maintain daily support and application-health reports.
• Prepare weekly and monthly reports covering incidents, SLA performance, recurring issues, application availability, and pending actions.
• Maintain troubleshooting guides, operational procedures, FAQs, and known-error documentation.
• Clearly document all client requests, dependencies, decisions, and escalations.

Required Skills

• Good understanding of application support and incident-management processes.
• Working knowledge of Linux commands and application logs.
• Ability to write basic SQL queries for investigation and validation.
• Understanding of REST APIs, JSON, HTTP status codes, and API-testing tools such as Postman.
• Basic understanding of databases, servers, networking, security, and cloud or on-premise infrastructure.
• Ability to analyse issues systematically and prepare clear RCA reports.
• Good written and verbal communication skills.
• Ability to communicate comfortably with business users, client IT teams, and software engineers.
• Strong ownership, follow-up, and documentation skills.

Preferred Experience

• 2–5 years of experience in application support, production support, technical support, or implementation support.
• Experience supporting enterprise software deployed at a bank, NBFC, financial institution, or large corporate client.
• Familiarity with ticketing and monitoring tools.
• Exposure to MySQL, Oracle, PostgreSQL, MongoDB, or similar databases.
• Exposure to cloud platforms, containers, Kubernetes, or enterprise infrastructure will be an advantage.
• Knowledge of banking, credit monitoring, risk management, data platforms, or enterprise workflows will be useful.

Expected Working Approach

• Work primarily from the client’s location.
• Follow the client’s working hours, security requirements, and operational processes.
• Be available during important releases, production incidents, and planned maintenance activities.
• Maintain confidentiality and follow all information-security and data-access policies.
• Do not make unapproved changes to production applications, configurations, or databases.
• Take end-to-end ownership of issues instead of only forwarding them to another team.
• Communicate risks and delays early and clearly.

Key Performance Indicators

Performance will be measured based on:

• Application availability and operational stability.
• Timely identification and resolution of incidents.
• Compliance with response and resolution SLAs.
• Quality and completeness of RCA reports.
• Reduction in repeat incidents.
• Accuracy of monitoring and support reports.
• Timely coordination and escalation.
• Client-user satisfaction and product adoption.
• Quality of documentation and knowledge transfer.