Application Support Engineer

Job Description :

• Technical Support & Troubleshooting
• Provide technical support for Pennant application.
• Troubleshoot and analyze complex application issues reported by users.
• Conduct root cause analysis (RCA) and implement preventive measures.
• Work closely with development teams to resolve software defects. 
• Application Monitoring & Maintenance 
• Monitor application logs, system health, and performance metrics to detect issues early.
• Ensure all incidents and service requests are addressed within defined SLAs.
• Assist in data Repair(DR) execution and system recovery efforts. 

Deployment & Testing 

• Support application deployments, upgrades, and post-deployment validations.
• Perform manual testing, UAT, and pre-prod testing to ensure software quality.
• Verify logs, API interactions, and application performance post-release. 
• Documentation, Reporting & Process Improvement 
• Maintain detailed documentation of issues, resolutions, and best practices.
• Prepare MIS reports to track and report on key support metrics, including incident response times, ticket resolution, and performance.
• Assist in the preparation of weekly reports on technical support activities.
• Identify areas for process automation and improvement to enhance support efficiency.
• Assist in training and mentoring junior support engineers. 

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1+ years of experience in technical support, application support, or L2 support roles.
• Strong knowledge of PostgreSQL database management and SQL debugging.
• Experience with support ticketing systems (e.g., ZOHO, Jira).
• Understanding of Loan Origination Systems (LOS) and Loan Management Systems (LMS).
• Hands-on experience with API troubleshooting, logs analysis, and debugging.
• Strong familiarity with manual testing methodologies, UAT, and software validation.
• Knowledge of Windows/Linux environments and networking fundamentals.
• Excellent problem-solving skills, attention to detail, and analytical mindset.
• Strong communication skills, both verbal and written.

Preferred Qualifications (Good to Have):

• Experience with AWS or cloud platforms for infrastructure management.
• Familiarity with scripting languages (Python, Bash) for automation.
• Exposure to log monitoring tools (Grafana, Kibana) for real-time issue tracking.
• Experience in Data Repair (DR) planning and execution.
• Prior experience in L2 support roles or similar advanced support functions.