Application Support Engineer

Company - Sharc Hire

Location - Andheri, Mumbai (On Site)

Experience - 1 to 3 years

Budget - 4lpa to 6lpa

IMMEDIATE JOINERS PREFERRED

Key Responsibilities:

Issue Management & Ticketing

Acknowledge and log user queries received via phone, email, or support portal.

Create, categorize, and prioritize support tickets appropriately.

Monitor the full lifecycle of tickets, ensuring timely resolution within agreed SLAs.

Escalate unresolved or critical issues to appropriate internal teams.

Troubleshooting & Root Cause Analysis

Diagnose and replicate reported issues in test environments.

Analyze system behavior, logs, and data to identify root causes.

Coordinate with product, development, and QA teams to confirm and resolve issues.

Client & Stakeholder Communication

Act as the primary contact for assigned client issues and feature requests.

Provide regular updates and maintain transparent communication with both internal

and external stakeholders.

Clearly articulate timelines, dependencies, and any additional effort or cost

implications.

Training & Onboarding

Support onboarding of new users by setting up accounts and conducting training.

Deliver ongoing training sessions to enhance product adoption and user

competence.

Help users understand product features, workflows, and calculations relevant to their

roles.

Documentation & Knowledge Management

Document issues, resolutions, FAQs, and best practices for internal knowledge

sharing.

Prepare and maintain business requirement documents (BRDs), user manuals, and

support records.

Maintain audit-ready documentation and provide evidence during internal or external

reviews.

Product & Change Request Support

Capture enhancement requests or change requirements based on user feedback.

Collaborate with internal teams to scope and plan new features.

Track and communicate progress of approved changes to clients.

Infrastructure & Installation Support

Assist clients with software installation, configuration, and infrastructure-related

queries.

Coordinate with internal tech teams to resolve environment-specific issues.

Required Qualifications/Skills

1. Bachelor's degree (B.E, B.tech, BSc IT, BCA, B.Com or above) with 0-2 years of work

experience as Application support

2. Basic documentation/presentation

3. Good communication and interpersonal skills

4. Analytical thinking and problem-solving capability

5. Good Excel knowledge

Desired Qualifications

Previous experience working in the Software Services domain, preferably for BFSI sector