Application Support Engineer

Application Support Engineer

Application Support Engineer responsible for providing technical and functional support to customers using the organization’s software products (mainly Mortgage and Forex). The role involves troubleshooting application and integration issues, managing incidents through ITSM processes, coordinating with internal technical teams, and ensuring timely resolution of customer issues while maintaining high levels of customer
satisfaction and system availability.

Responsibilities :
• Provide technical and functional support to new and existing customers via email, phone calls, and online meetings (Google Meet or similar platforms).
• Analyze and understand customer issues related to Mortgage loan processing and Forex transactions, gather necessary information, and provide appropriate solutions or workarounds.
• Log, track, and update incidents, service requests, and problem tickets using ITSM tools.
• Troubleshoot application, data, and integration issues related to loan processing systems, APIs, and forex transaction modules.
• Coordinate with internal teams such as development, infrastructure, and product teams to resolve complex technical issues.
• Follow IT Service Management (ITSM) processes including incident, problem, change, and release management.
• Perform root cause analysis (RCA) for recurring issues and recommend preventive actions.
• Monitor application health, batch processes, and system performance to ensure smooth operations.
• Assist customers during critical business periods such as disbursement cycles or forex transaction processing.
• Maintain accurate documentation of issues, solutions, and troubleshooting procedures.
• Participate in application deployments, patch releases, and post-release monitoring.
• Work in rotational shifts and provide on-call support when required to support production environments.

Required work experience:
• Experience providing technical or application support to global clients via call or email.
• Hands-on experience supporting technical queries raised by customers.
• Experience working with ITSM tools for incident logging and tracking.
• Ability to identify root causes and troubleshoot complex issues.
• Experience coordinating with internal technical teams for issue resolution.

Must have technical skills:
• Strong troubleshooting and analytical skills
• Experience providing customer support through calls, emails, and collaboration tools
• Understanding of IT support and service management processes
• Excellent communication and customer handling skills

Good to have technical skills:
•Basic knowledge of .NET, SQL, and Microsoft technologies.
• Experience with ITSM tools
• Knowledge of IT best practices

Experience Range : 2-5 years of experience in application support or
technical support roles.

Educational qualification :B.Tech / B.E / BSc Computer Science or equivalent.