Application Support Engineer

TechSurge Inc


Date: 7 hours ago
City: Karachi
Contract type: Full time
Job Summary

The Application Support Engineer is responsible for ensuring the availability, stability, and performance of business-critical applications. The role involves monitoring applications, troubleshooting issues, managing incidents, coordinating with development and infrastructure teams, and supporting business users to ensure seamless service delivery.

Required Technical Skills

  • SQL and database troubleshooting (Oracle, SQL Server).
  • Unix/Linux command line skills.
  • API troubleshooting using Postman, Swagger, REST APIs.
  • Log analysis and debugging.
  • Basic scripting knowledge (Shell, Python, PowerShell).
  • Understanding of middleware, web servers, and application servers.


Key Responsibilities

Application Monitoring & Support

  • Monitor application health, availability, and performance using enterprise monitoring tools.
  • Conduct proactive system checks and identify potential issues before they impact business operations.
  • Provide first, second, or third-level support based on role assignment.
  • Ensure application uptime and service availability as per defined SLAs.


Incident & Problem Management

  • Investigate, troubleshoot, and resolve application incidents within agreed timelines.
  • Perform root cause analysis (RCA) for recurring issues.
  • Escalate critical incidents and coordinate with relevant technical teams.
  • Maintain incident records and ensure proper documentation in ticketing systems.


Production Support

  • Support production deployments, releases, and changing activities.
  • Validate application functionality post-deployment.
  • Assist in disaster recovery and business continuity activities.
  • Participate in on-call and after-hours support when required.


User Support

  • Respond to user queries and technical issues.
  • Provide functional and technical support to business stakeholders.
  • Conduct user acceptance support and issue validation.


Performance & Reporting

  • Analyze application logs and system performance metrics.
  • Generate operational reports and support dashboards.
  • Track SLAs, incident trends, and recurring issues.


Documentation

  • Maintain knowledge base articles, SOPs, runbooks, and support documentation.
  • Document troubleshooting procedures and known errors.


Required Qualifications And Skills

  • Bachelor's degree in computer science, Information Technology, Engineering, or related field.
  • L1 Support Engineer
  • 1-3 years of application support experience.


Preferred Experience

  • Banking and Financial Services applications.
  • Digital banking platforms.
  • Payment systems and transaction processing applications.
  • Middleware and API management platforms.


Soft Skills

  • Strong analytical and problem-solving abilities.
  • Excellent communication and stakeholder management skills.
  • Ability to work under pressure in a 24x7 support environment.
  • Strong documentation and reporting skills.
  • Team collaboration and customer-focused mindset.


Working Conditions

  • 24x7 support model with rotational shifts (if applicable).
  • On call support during critical incidents and production releases.
  • Hybrid/Onsite work arrangement based on business requirements.

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