Application Support / Product Support Engineer

Brief DescriptionJob Title: Application Support / Product Support EngineerExperience: 5+yearsLocation: RemoteShift Time : 8:00 PM - 4:00 AM IST (Night Shift) About the Role:We are looking for a proactive and analytical Support Engineer to handle client-reported issues across the project. The role involves close collaboration with the development team and end users through multiple communication channels and internal ticketing tools.Key Responsibilities:

Monitor and respond to client queries and issues reported through  multiple communication channels and internal ticketing systems.

Reproduce reported issues to identify root causes and determine whether they are defects or change requests.

Collaborate with the Development and Testing teams to share detailed issue findings and ensure timely resolution.

Provide temporary workarounds or guidance to users, ensuring minimal impact on business operations.

Keep end users informed of ticket progress and resolution updates.

Maintain clear documentation of issues, analysis, and solutions in the tracking tools.

Required Skills & Qualifications:

Strong analytical and problem-solving skills.

Ability to quickly understand the product, reproduce issues, and identify patterns.

Prior experience as a Tester or in a Customer Support / Application Support role for software products.

Familiarity with bug tracking or ticketing tools (e.g., Jira, ServiceNow, etc.).

Excellent communication skills, with the ability to convey technical updates clearly to non-technical users.

Exposure to Slack-based communication or similar collaboration tools.

Good to Have:

Experience working in service-based or client-facing projects.

Basic understanding of SQL / APIs for issue reproduction or data validation.

Knowledge of SDLC and collaboration with development/testing teams.

Preferred Skillsanalytical and problem-solving skills, Familiarity with bug tracking or ticketing tools