Application Support Engineer

Spectra Technovision (India) Pvt. Ltd.; Ahmedabad District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Spectra Technovision (India) Pvt. Ltd. is seeking an experienced software support executive to deliver timely, accurate resolutions for our software clients.

The role emphasizes efficient troubleshooting, close collaboration with L1 and development teams, and proactive customer education on product capabilities. The ideal candidate has 4+ years in software customer success and strong SQL/Oracle skills, including IIS troubleshooting and basic server management.

Qualifications

• 4+ years of experience in Software - Customer Success / Support domain.
• Strong analytical and problem solving skills within SLA.
• Experience with databases like SQL, Oracle, or MS Access; familiarity with ticketing tools is a plus.
• Experience with MS Desktop and Servers/Services and IIS troubleshooting.
• Hands-on with CLI and remote access tools.
• Documentation on KB and training material.

Responsibilities

• Handle Level 2 technical issues and escalated tickets with advanced troubleshooting.
• Collaborate with L1 support and development teams to identify and resolve issues.
• Analyze and debug customer-reported problems and reproduce errors.
• Escalate issues to appropriate teams for urgent attention.
• Provide database support; write SQL queries to troubleshoot issues and deploy patches on UAT/production.
• Educate customers about product capabilities and possible upgrades to sustain satisfaction.
• Gather feedback to help product improvement and work with product manager.
• Maintain high service standards to ensure customer satisfaction and retention.
• Escalate unresolved queries to the relevant departments for accurate resolution.

Skills

Analytical & problem solving

Customer focused

Team coordination

Education

BCA / BSc IT / CS / BE / MCA

Tools

SQL

Oracle

MS Access

IIS

Job description

The ideal candidate will be a seasoned software engineer who is efficient, accurate and has a friendly approach to deliver support services to our Software clients.

Salary –Salary should not be a constrain for a good resource

Industry - Office Equipment / Automation / IT Software & Software Services / Electronic / Security and Surveillance

Functional Area – Customer Success

Role – Executive – Software Support

Employment Type - Permanent Job, Full Time

Client Visit – Occasionally

Shift – Regular Day Shift

Job Role

• Handling Level 2 technical issue, manage escalated tickets, with complex troubleshooting and advance technical support.
• tWorking closely with L1 level support team and development team to identify and troubleshoot reported issue.
• Analyze and debug issue that has been reported by customer
• Identification and escalation of issues to appropriate team for urgent attention.
• Responsible for database support, troubleshooting the problems by writing SQL queries, deploy new patches on UAT and production server at IIS server
• Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
• Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
• Escalate unresolved queries to respective departments for accurate redressal.

Requirements

Required Skills

• Education Qualification: Any computers degree: BCA / BSc (Information Technology) / BSc (Computer Science) / BE or BTech Computer Science / BE or BTech IT etc / MCA.
• 4+ Years experience in Software - Customer Success / Support Domain.
• Strong analytical and problem solving skills within SLA
• Experience of working with various databases like SQL, Oracle & MS Access or with software implementation & ticketing tool will be an added advantage.
• Experience of MS Desktop and Servers/Services along with knowledge of IIS and their troubleshooting.
• Hands on different CLI and remote access tools.
• Good knowledge on SQL / Oracle Database - writing SQL query to troubleshoot errors
• Documentation on KB and basic training material
• Basic knowledge on Incident Management, Problem Management as well as Change Request
• Be a team member, work under pressure and can manage team upto 5 members