Sr. Application Support Engineer - POS Application

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

Essential 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

Functional skills and knowledge

• 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.
• Understanding of system monitoring and proactive issue identification.
• Understanding of ITSM processes (e.g., incident, problem, and change management).

Soft skills

• Strong analytical and problem-solving abilities with attention to detail.
• Committed to continuous learning, staying updated with new technologies and best practices.
• Good communication skills to collaborate with senior engineers and cross-functional teams.
• Adaptability and eagerness to learn in a fast-paced environment.
• Ability to take initiative and work independently when required.
• Team-oriented mindset with a proactive approach to issue resolution.

Education

• Undergraduates or fresh graduates pursuing a degree in Computer Science, Information Technology, Software Engineering, or a related field.