App Support Engineer Pr

Requirements

Must-have experience

• Experience providing application support, maintenance, and troubleshooting for software applications.
• Strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently.
• Experience managing and tracking activities through ticketing tools and Jira.
• Experience performing application support activities, including troubleshooting, reporting, configuration management, and testing.
• Experience working directly with US-based clients in an English-speaking environment.
• Excellent verbal and written communication skills.
• Ability to collaborate effectively with internal teams and external vendors.
• Experience participating in daily status reporting and operational review meetings with clients and internal stakeholders.
• Strong teamwork skills and ability to work effectively within a collaborative support team.
• Proactive attitude, strong initiative, and ability to learn new technologies and business applications quickly.
• Understanding of application performance monitoring and issue resolution processes.
• Availability to support operational and business needs in a dynamic environment.

Nice-to-have experience

• Functional knowledge of Coupa.
• Functional knowledge of Salesforce.
• Experience working with CRM platforms.
• Previous experience supporting Azure-based applications.
• Previous experience supporting .NET applications.
• Previous experience supporting Java applications.
• Experience learning and supporting specialized business applications with minimal ramp-up time.

Responsibilities

• Diagnose, troubleshoot, and resolve technical issues related to software applications to ensure optimal system operation.
• Provide functional and technical support to end users, addressing incidents, service requests, and application-related inquiries.
• Collaborate with IT teams, business users, and external vendors to identify root causes and implement effective solutions.
• Perform application maintenance activities, including configurations, testing, reporting, and issue resolution.
• Monitor application performance and availability, identifying opportunities for optimization and improvement.
• Track, manage, and document incidents, requests, and tasks through ticketing tools and Jira.
• Participate in daily meetings with clients and Softtek leadership to provide status updates and report on support activities.
• Validate application changes and configurations through testing activities before deployment.
• Create and maintain technical documentation, knowledge articles, and support procedures.
• Provide user guidance and knowledge transfer to encourage self-service and effective problem resolution.
• Contribute to continuous improvement initiatives that enhance application stability, support processes, and user experience.
• Work closely with a small collaborative support team to ensure service quality and operational excellence.

Required Languages

English: Fluent advanced 96–100%