Application Support Engineer

Bynaric Systems Pvt Ltd.; Mumbai; On-site; INR 420,000 - 650,000; Full time

Job summary

Bynaric Systems Pvt Ltd. in Mumbai is seeking an Application Support Engineer with 1–2 years of experience in handling client queries, calls, emails, and ticketing systems to ensure smooth day-to-day operation of client applications.

You will troubleshoot application issues, coordinate with development teams, and help users navigate workflows while maintaining strong customer service standards. The role emphasizes clear communication and SLA compliance.

Qualifications

• Master's or Bachelor's degree in Computer Science, IT, Engineering, or related field.
• 1–2 years of experience in Application Support or Helpdesk.
• Experience handling client queries via calls, emails, and support tickets.

Responsibilities

• Handle calls and client communication for application issues.
• Manage email support and ticket workflows with SLA adherence.
• Troubleshoot web applications, databases, and API checks.
• Coordinate with development, QA, and infrastructure teams.
• Document issues and prepare status reports.

Skills

Call Support

Email Support

Client Coordination

Application Support

Technical Troubleshooting

SQL/MySQL Basics

Web Application Fundamentals

Ticket Management

SLA Management

MS Excel

Email Drafting

Technical Documentation

Education

Master's / Bachelor's degree in Computer Science, IT, Engineering

Tools

Jira

ServiceNow

Freshservice

Job description

About the Role

We are looking for a motivated Application Support Engineer with 1–2 years of experience in application support, client communication, call handling, email support, and issue resolution to work on a client project. The candidate will be responsible for handling client and end-user queries through phone calls, emails, and support ticketing systems, providing timely assistance, troubleshooting application-related issues, and ensuring smooth day-to-day application operations. The role requires good communication skills, a customer-focused approach, basic technical knowledge of web applications and databases, and the ability to coordinate with development and technical teams to resolve issues efficiently.

Key Responsibilities

1. Call Support & Client Communication

• Handle incoming and outgoing calls from clients and end users regarding application-related queries and issues.
• Understand user concerns, provide appropriate guidance, and resolve issues wherever possible.
• Explain application features, workflows, and troubleshooting steps clearly to users.
• Maintain professional communication and ensure a positive client support experience.
• Follow up with clients regarding pending issues, resolutions, and feedback.
• Escalate critical or unresolved issues to the appropriate technical team.

2. Email Support & Ticket Management

• Handle client and end-user queries through official email channels.
• Draft clear, professional, and timely responses to support requests.
• Track incoming emails, categorize issues, and ensure appropriate follow-up until resolution.
• Create, update, prioritize, and close support tickets using the designated ticketing system.
• Maintain records of client communications, complaints, issue status, and resolutions.
• Ensure timely responses and resolution within defined Service Level Agreements (SLAs).

3. Application Support & Troubleshooting

• Monitor application functionality and assist users with application-related issues.
• Troubleshoot login issues, access problems, data discrepancies, errors, and functional queries.
• Understand application workflows and provide step-by-step guidance to users.
• Check application logs and error messages to identify potential causes of issues.
• Perform basic SQL/MySQL queries to verify records and investigate data-related problems.
• Perform basic API checks using Postman or similar tools, where required.
• Coordinate with development, QA, and infrastructure teams to resolve technical issues.
• Support application testing, release verification, and post-deployment checks.
• Identify recurring issues and suggest improvements to reduce repeated support requests.

4. Documentation & Reporting

• Maintain daily records of calls, emails, support tickets, and issue resolutions.
• Prepare daily or periodic support reports covering received, resolved, pending, and escalated issues.
• Maintain FAQs, troubleshooting guides, user instructions, and support documentation.
• Provide regular status updates to clients and internal stakeholders.
• Ensure all issues are tracked properly until closure.

Technical & Professional Skills

Call Support | Email Support | Client Coordination | Application Support | Technical Troubleshooting | SQL/MySQL Basics | Web Application Fundamentals | Ticket Management | SLA Management | Application Logs | Postman (Basic) | MS Excel | Email Drafting | Technical Documentation

Qualifications

• Master's / Bachelor's degree in Computer Science, IT, Engineering, or a related field.
• 1–2 years of relevant experience in Application Support, Technical Support, Customer Support, or Helpdesk Support.
• Experience handling client queries through phone calls, emails, and support tickets.
• Good verbal and written communication skills.
• Ability to draft professional emails and communicate technical information in simple language.
• Basic understanding of web applications, databases, and application workflows.
• Basic knowledge of SQL/MySQL and troubleshooting will be preferred.
• Familiarity with ticketing tools such as Jira, ServiceNow, Freshservice, or similar platforms will be an advantage.
• Strong problem-solving skills, patience, attention to detail, and a customer-focused attitude.
• Ability to manage multiple queries and prioritize issues based on urgency.
• Willingness to learn new applications and coordinate with technical teams.
• Timely handling of incoming calls, emails, and support tickets.
• Professional and customer-friendly communication.
• Proper tracking and follow-up of all reported issues.
• Timely escalation of technical and critical issues.
• Accurate daily reporting and documentation.
• Focus on client satisfaction, service quality, and efficient issue resolution.