Application Support Engineer

Key Responsibilities

Technical Support:

• Provide expert-level technical support to customers via phone, email, and remote sessions.
• Diagnose and troubleshoot application issues, including performance problems, bugs, and configuration errors.
• Work with customers to understand their technical environment and requirements.

Issue Resolution:

• Analyze, identify, and resolve complex technical problems in a timely manner.
• Collaborate with internal teams, including development and QA, to escalate and resolve issues.
• Document troubleshooting steps and solutions in the knowledge base.

Customer Interaction:

• Communicate effectively with customers to understand their issues and provide clear, concise updates.
• Build and maintain strong customer relationships by delivering exceptional service.
• Provide training and guidance to customers on the use of our applications.

Product Expertise:

• Gain in-depth knowledge of our applications and stay updated with new features and updates.
• Assist in the development of user guides, FAQs, and other support documentation.
• Conduct regular reviews of application performance and recommend improvements.

Monitoring and Maintenance:

• Monitor application performance and system health to proactively identify potential issues.
• Perform regular maintenance tasks, such as software updates and backups.
• Ensure the security and integrity of application data.

Collaboration and Continuous Improvement:

• Work closely with product management and development teams to provide customer feedback and suggest enhancements.
• Participate in team meetings and contribute to the continuous improvement of support processes.
• Stay current with industry trends and best practices to enhance support capabilities.