Application Support Engineer - Bangalore (Hybrid)

Syndigo is seeking an Application Support Engineer to join their team in Bangalore. This role is hybrid, requiring both remote and on-site work. The Application Support Engineer will provide technical support for Syndigo's Riversand SaaS product, serving a global customer base in a 24x7 operational environment. They will be responsible for timely response and resolution of customer issues, adhering to SLA management and tracking. The engineer will own, resolve, and restore technical and operational issues, conducting root cause analysis (RCA) of incidents. They will also debug, troubleshoot, and test software and application issues, ensuring changes are thoroughly tested in lower environments before deployment to production.

Responsibilities:

• Provide Technical Support on Application and Configuration for Riversand SaaS product
• Provide timely response and resolution for customers with SLA management & tracking
• Own, resolve and restore technical and operational issues with Root Cause Analysis (RCA) of incidents.
• Debugging, troubleshooting and testing the software and Application issues.
• Conduct periodic customer cadence call to review the tickets history and improvement process for customer environment.
• Contribute to the knowledge base and documentation for Application Support improvements

Requirements:

• Bachelor’s degree or equivalent in Computer Science or Engineering
• 4+ years of relevant experience in Application Software Support
• Experience supporting global customers via Email, Remote troubleshooting & Phone
• Willingness to work in a 24x7 environment with shift roaster
• Excellent written and oral communication skills
• Experience with software systems hosted on public clouds like Azure, AWS
• Experience troubleshooting API calls using tools like Postman
• Knowledge of JSON, XML, YAML data configuration structures
• Experience with log management systems and monitoring tools like Sensu, Kibana, Grafana
• Experience with ticketing tools like Jira Service Desk, ServiceNow, Team Foundation Server
• Familiarity with Linux OS and micro-services architecture with big-data analytics
• Ability to do scripting using shell scripting & Python

Syndigo offers:

• Hybrid work environment