Application Support Engineer

Role Overview and Responsibilities

This role requires at least one year of experience working with international clients, providing first-level technical assistance and support. As the primary point of contact, the Application Support Engineer will manage communications via phone, email, and support portals. Key tasks include creating and managing support tickets within ServiceNow or equivalent ITSM platforms, categorizing and prioritizing cases, and keeping customers informed throughout the resolution process.

The engineer will perform initial issue evaluation using defined troubleshooting procedures, runbooks, and standard operating procedures (SOPs), assisting customers with common problems within the scope of Level 1 support. Gathering relevant information such as logs, screenshots, error messages, and reproduction steps will be essential to support further resolution efforts. Responsibilities also include handling user account management tasks like password resets and access requests in line with established protocols.

In cases where issues exceed Level 1 scope, escalation to Level 2 Support, Engineering teams, or Product teams will be executed with proper documentation. The role mandates following formal escalation procedures for incidents marked as high priority and contributing to continual improvement initiatives by identifying repeat issues and knowledge deficits.

Candidate Profile and Skills

Applicants should have a solid understanding of IT fundamentals and troubleshooting techniques. Familiarity with Windows operating systems, web applications, account administration, password management, basic networking, and usage of ITSM tools is required. Experience supporting SaaS platforms or enterprise software environments is advantageous.

Strong communication skills—both written and verbal—are essential, alongside a customer-centric approach and problem-solving aptitude. Candidates need to adhere to established workflows, demonstrate meticulous attention to documentation detail, and possess the capability to analyze and escalate issues effectively.

Qualifications and Experience

The position demands a bachelor's degree in Computer Science, Information Technology, Engineering, or an equivalent field. Candidates should have between one to two years of experience in technical support roles, including service desk, product support, or application support environments. Experience with ticketing or ITSM systems such as ServiceNow is mandatory, as is prior exposure to international client service. ITIL Foundation certification is preferred but not compulsory.

Additional Information

Interested candidates meeting these qualifications are encouraged to submit their resumes.