Tech support engineer

Job Title: Tech support engineer

Job Overview:

The Application Support Engineer is responsible for providing technical support and ensuring the smooth operation of software applications.The role involves troubleshooting, diagnosing, and resolving issues related to software applications, as well as assisting end-users with technical problems.This position requires both technical expertise and excellent communication skills to effectively liaise with various teams, including development, and sales.

Key Responsibilities:

Incident Management:

Monitor application performance and identify any issues affecting the functionality or user experience.
Respond promptly to user-reported issues, resolve problems in a timely manner, and ensure system uptime.
Track, document, and escalate incidents to development or technical teams as necessary.

User Support & Troubleshooting:

Provide first-line support for application-related queries and technical problems.-
Troubleshoot application issues reported by end-users, resolve them within established SLAs, and escalate unresolved issues as required.-
Collaborate with cross-functional teams to ensure proper issue resolution and user satisfaction.

Documentation & Knowledge Management:

Maintain up-to-date documentation for application configurations, troubleshooting guides, and support procedures.
Contribute to the knowledge base by sharing solutions to common problems or technical challenges.

Collaboration & Coordination:

Work closely with development teams to investigate and resolve technical issues, identify root causes, and suggest improvements.
Coordinate with QA teams to test bug fixes, updates, or new features, ensuring that changes don’t introduce new issues.

User Training & Assistance:

Provide training and guidance to end-users on how to effectively use the applications.
Offer troubleshooting tips, FAQs, and other helpful resources to improve user experience.