Job title: application support engineer
overview
the role of an application support engineer is a vital link between frontline support and deeper technical teams, ensuring the health and performance of complex systems.
key responsibilities
* investigate and resolve moderate to complex issues escalated from l1 support teams.
* perform root cause analysis and document resolutions in a timely manner.
* ensure compliance with sla guidelines for incident resolution.
problem management
* identify recurring issues and propose long-term fixes.
* collaborate with l3 or development teams to develop permanent solutions.
system administration
* monitor system performance and availability.
* execute routine health checks and preventive maintenance tasks.
documentation and reporting
* maintain accurate and up-to-date support documentation, sops, and knowledge base articles.
* provide regular reports on system health, incident trends, and performance metrics.
team collaboration
* work closely with business users, l1 support, and technical teams to ensure effective communication and collaboration.
database expertise
* query relational databases (e.g., sql server, oracle, mysql, couchbase) to extract and analyze data.
* validate data integrity and troubleshoot data-related issues.
* assist in data reconciliation and reporting tasks.
log review and analysis
* review application, server, and system logs to identify anomalies or errors.
* use tools like splunk, elk stack, or native logging systems to trace issues.
* correlate log events with user-reported incidents for faster resolution.