About the role
We are looking for a motivated Software Support Engineer to join our support team and help ensure the smooth operation of mission-critical warehouse automation applications. The ideal candidate should have a passion for troubleshooting technical issues, analysing system behaviour, and supporting production environments.
Responsibilities:
- Provide L2/L3 support for business-critical applications and production systems.
- Investigate and resolve technical issues within defined SLA timelines.
- Perform root cause analysis (RCA) for recurring incidents and production issues.
- Monitor application health, system performance, and reliability metrics.
- Analyse logs, troubleshoot system issues, and coordinate with engineering teams for resolution.
- Create and maintain technical documentation, SOPs, and troubleshooting guides.
- Work closely with Client Services, Product, and Engineering teams to ensure timely issue resolution.
- Participate in incident management, escalation handling, and production support activities.
- Assist in identifying potential issues proactively and implementing preventive measures.
Requirements:
- B. Tech/B. E. degree in Computer Science, IT, Electronics, or related field.
- 6 Months to 2 Years of experience in Application Support, Production Support, or Technical Support.
- Good understanding of Linux/Unix environments.
- Basic to intermediate knowledge of SQL.
- Knowledge of Python or Shell Scripting.
- Understanding of Incident Management and SLA-driven support processes.
- Strong analytical and troubleshooting skills.
- Willingness to work in rotational shifts.
Preferred Skills:
- Exposure to monitoring tools and log analysis.
- Knowledge of ITIL processes and ticketing systems.
- Experience supporting enterprise or customer-facing applications.
- Open to international travel opportunities.