• Investigate reported bugs or errors, replicate issues, and escalate to development when necessary.
• Serve as the main point of contact for technical queries from clients and internal users regarding application functionality and performance.
• Maintain a deep understanding of the company’s products and system architecture to support issue resolution.
• Collaborate with development, deployment, and QA teams to ensure end-to-end issue tracking and resolution.
• Create and maintain knowledge base articles, technical documentation, FAQs, and troubleshooting guides.
• Analyze recurring issues and suggest improvements in application functionality or user experience.
• Monitor application logs, system performance, and support ticket trends to proactively address potential issues.
• Support UAT (User Acceptance Testing) and client onboarding processes, ensuring a seamless application rollout.
Requirements
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.• 1+ years of experience in application support, technical support, or a related technical role.
• Strong understanding of web applications, databases (e.g., SQL Server, MySQL), and basic networking concepts.
• Experience using SQL for querying and data analysis is a plus.
• Excellent troubleshooting and analytical skills with attention to detail.
• Strong verbal and written communication skills in both technical and non-technical contexts.
• Ability to manage multiple tasks and work efficiently under pressure.
• Familiarity with support tools, ticketing systems, and monitoring tools.
• Customer-focused mindset with a proactive approach to problem resolution.