Application Support Engineer

Application Support Engineer

Core Responsibilities:

• Provide timely technical support and functional assistance to clients via 

  email

  , 

  WhatsApp

  , and 

  support portals

  .
• Deliver clear and professional communication to users while tracking and updating ticket status.
• Perform 

  initial diagnosis

  , document issues thoroughly, and escalate to L2/L3 teams with complete context.
• Reproduce and troubleshoot issues across 

  UAT

   and 

  Production

   environments.
• Analyze application logs, 

  database records

  , and 

  server performance

   to identify root causes.
• Tag, categorize, and update the ticketing system (e.g., JIRA/Freshdesk/Zoho) with issue details and resolutions.
• Collaborate with 

  L3 teams

   and developers for long-term fixes, code patches, and product enhancements.
• Execute basic 

  SQL queries

   and support configuration-level changes or DB adjustments.
• Prepare detailed incident reports and contribute to 

  Root Cause Analysis (RCA)

   documentation.
• Monitor system logs, error traces, and performance metrics to identify recurring issues and bottlenecks.
• Maintain and update the knowledge base with known issues and resolutions for future reference.
• Identify repetitive tickets and recommend 

  automation

   or 

  process improvements

  .
• Coordinate directly with clients for regular updates and ensuring high levels of user satisfaction.

Required Skills & Tools:

• Proficiency in 

  SQL scripting

• Basic knowledge of 

  Python scripting

• Strong communication skills (written and verbal) across 

  email and WhatsApp

• Familiarity with 

  ticketing systems

   (JIRA, Freshdesk, Zoho Desk)
• Exposure to 

  UAT

   and 

  Production

   support
• Ability to multitask and work in a fast-paced environment
• Attention to detail and process-driven mindset

Educational & Experience Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2–3 years of experience in application/product support or similar roles.

Why Join PixDynamics:

• Opportunity to work with a dynamic, innovation-driven team
• Exposure to real-time customer interaction and problem resolution
• A learning environment with scope for upskilling and process ownership
• Culture that supports collaboration, accountability, and growth