Application Production L2-Support

Accurate Background; Hyderabad; Hybrid; INR 900,000 - 1,200,000; Full time

Job summary

Accurate Background seeks an experienced software support engineer to diagnose and resolve complex enterprise application issues, ensuring reliable performance and high customer satisfaction. You will collaborate with end users, IT teams, and developers to troubleshoot and optimize solutions.

The ideal candidate has 3–6 years of experience in systems support, a Bachelor’s in CS/IT, strong communication, and hands-on experience with MSSQL, MySQL, and MongoDB, plus front-end support and on-call

Qualifications

• Bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar.
• 3–6 years experience with systems implementation and support.
• Strong multitasking ability in a dynamic environment.
• 2 years experience with MSSQL, MySQL and MongoDB.
• Exceptional frontend support to clients.
• Excellent problem solving and communication skills.

Responsibilities

• Provide first and second level support and documentation for troubleshooting.
• Perform post-resolution follow-ups on issues/requests.
• Own Root Cause Analysis on complex system issues.
• Experience with incident management protocols.
• Identify, evaluate and prioritize end-user issues and requests.
• Create workaround procedures when standard procedures fail.
• Respond to Helpdesk tickets and update progress.
• Consult with developers and users to improve application performance.
• Assist DevOps in investigating alerts and resolving issues.
• Report on ticket resolution progress and results.
• Be part of on-call rotation (no more than 1 weekend per month).

Skills

Front-end support

Communication

Multi-tasking

Customer-focus

Education

Bachelor's degree in CS/IT/IS/CE

Tools

MSSQL

MySQL

MongoDB

Job description

We are looking for exceptional engineers who have the demonstrable ability to debug complicated issues and has the Drive to grow technically, solve challenging problems, and exceed customer expectations. In this role, you will be responsible for providing technical support, troubleshooting, and maintenance for enterprise applications to ensure seamless operation and optimal performance. You will work closely with end users, IT teams, and developers to resolve system issues, recommend enhancements, and support application upgrades. The ideal candidate will have strong problem-solving skills, experience with application troubleshooting, and a customer-focused mindset.

Responsibilities

• Provide first and second level support and other documentation as necessary to aid in troubleshooting, resolving or reproducing the end-user issues or escalated as necessary.
• Perform post-resolution follow-ups to issues/requests.
• Own and drive Root Case Analysis (RCA) on complex system issues
• Experience with incident management protocols
• Accurately identify, evaluate and prioritize end-users' issues, requests and/or questions.
• Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion
• Respond to Helpdesk Tickets
• Consulting with the software development team, internal users, and clients to improve application performance.
• Assist the DevOps team with investigating and resolving application specific alerts
• Report on support ticket resolution progress and results
• Will be part of the on-call rotation (no more than 1 weekend per month)

Qualification

• A bachelors degree in software engineering, computer science, information technology, information systems, computer engineering, or similar.
• 3-6 years experience with systems implementation and support
• Strong aptitude for multi-tasking and working in a dynamic environment
• 2 years experience with database systems like MSSQL, MYSQL, MongoDB
• Exceptional ability to provide front-end support to clients.
• Advanced proficiency in determining the causes of application errors and repairing them.
• Ability to keep up with innovation in application design.
• Exceptional communication skills.

Note: The shift timings for this role are 06:00 PM IST to 03:00 AM IST.