Associate Support Engineer

• Database technologies such as SQL and Oracle

• Code debugging and troubleshooting tools

• API and integration platforms

• Mobile application support

• Application monitoring and observability tools (Kibana)

• Cloud platforms and architectures:

• Microsoft Azure

• Private, Public, and Hybrid Cloud

• Kubernetes and containerized applications

• Serverless and Platform-as-a-Service (PaaS) deployments

• CI/CD and automation tools:

• GitHub

• Jenkins

• Application health monitoring and diagnostics tools

• Application health monitoring and diagnostics tools

• Deliver high-quality application support to customers by resolving incidents,

• Deliver high-quality application support to customers by resolving incidents,

• Maintain SLA/SLO compliance while ensuring high-quality case management and customer satisfaction.

• Communicate effectively with customers and internal stakeholders through both verbal and written channels.

• Collaborate with engineering, product, and partner teams to resolve customer issues efficiently.

• Participate in a 24x7 shift rotation, including out-of-hours support when required.

• Troubleshoot application, database, API, integration, and mobile application issues.

• Monitor application health and proactively identify availability or performance issues.

• Build expertise in cloud technologies, solution architecture, and enterprise application deployment.

• Contribute to the Knowledge-Centered Support (KCS) program by creating and improving knowledge articles.

• Identify opportunities for automation, process optimization, and operational improvements.

• Continuously develop technical, product, domain, and customer service skills through training and mentorship.

• Continuously develop technical, product, domain, and customer service skills through training and mentorship.

• Passion for delivering exceptional customer experiences with strong ownership and accountability.

• Excellent verbal and written communication skills.

• Ability to collaborate effectively across global, cross-functional teams while demonstrating empathy and professionalism.

• Foundational knowledge of SQL, Oracle, and database querying.

• Understanding of application debugging and troubleshooting techniques.

• Exposure to API integrations, MuleSoft, or similar integration platforms.

• Familiarity with cloud technologies, Microsoft Azure, Kubernetes, and containerized applications.

• Knowledge of application monitoring tools such as AppDynamics, Splunk, Kibana or similar platforms.

• Understanding of CI/CD concepts using tools such as GitHub and Jenkins.

• Strong analytical and problem-solving skills with a continuous learning mindset.

• Ability to work in a fast-paced, shift-based, customer support environment.

• Commitment to continuous improvement by contributing to knowledge sharing, automation initiatives, and operational excellence.