Application Support Engineer

Job summary:

This role supports the digital product support team with solution documentation, exploring new tools, and identifying optimal solutions for digital product issues. The Support Engineer is responsible for diagnosing, resolving, and preventing issues across digital product applications. This role works closely with cross‑functional engineering, QA, and product teams to ensure system stability, efficient incident handling, and ongoing improvements. The Support Engineer will perform deep‑dive troubleshooting, implement configuration and maintain knowledge bases, and contribute to automation and process optimization within the support function.

General responsibilities :

Troubleshoot errors and resolve issues on a case-by-case basis.

Develop and maintain troubleshooting documentation, support runbooks, and knowledge articles. Implement fixes via configuration, SQL queries, scripting (Groovy, Java, etc.), and collaborate on code-level fixes when needed.

Research and explore new tools and technologies to enhance support processes.

Collaborate with cross-functional teams to identify and implement best practices.

Support system monitoring and proactively identify potential issues.

Collaborate with developers, QA, product owners, and infrastructure teams to improve system stability.

Requirement:

Basic understanding of application support, troubleshooting, and issue resolution.

• Familiarity with SQL queries, scripting (Groovy, Java, or similar), and configuration-based solutions.

• Familiarity with APIs, system integrations, and a knowledge of SAP systems is an advantage

• Ability to research and explore new tools and technologies for support process improvement.

• Solid documentation and knowledge management skills. Soft skills

• Understanding of system monitoring and proactive issue identification.

• Understanding of ITSM processes (e.g., incident, problem, and change management).