Application Support Specialist

HeadSpin; India; On-site; INR 700,000 - 1,100,000; Full time

Job summary

HeadSpin is seeking an Application Support Specialist to join our team, focusing on stability, performance, and superior customer service for business-critical applications. The role involves triaging, troubleshooting, and resolving issues while coordinating with Development, Infrastructure, and Product teams to ensure timely, high-quality support in a fast-paced environment.

The candidate will engage in SQL data analysis, incident management, and change-support activities, with on-call coverage

Qualifications

• 2+ years of experience in Application Support, Technical Support, Production Support, or related tech support role.

Responsibilities

• Provide application support for customer-reported and internally identified issues.
• Investigate, troubleshoot, and resolve application-related incidents in line with SLAs.
• Perform root cause analysis for recurring issues and coordinate with Development and Infrastructure teams for long-term fixes.
• Support production environments and participate in incident response activities as needed.
• Monitor application performance, identify trends, and address issues before impact.
• Maintain detailed incident resolutions and support procedure documentation.
• Manage and triage tickets via the ticketing system and other channels.
• Escalate complex issues to appropriate teams as needed.

Job description

Job Title: Application Support Specialist

Job Description

We are seeking a highly motivated, customer-focused, and detail-oriented Application Support Specialist to join our Application Support team. This role is critical in ensuring stability, performance, and support of business-critical applications while providing exceptional service to both internal and external customers.

The Application Support Specialist will be responsible for investigating, triaging, troubleshooting, and resolving application-related issues, working closely with Development, Infrastructure, and Product teams. The ideal candidate will possess strong analytical skills, experience supporting enterprise applications, and the ability to communicate effectively with both technical and non-technical stakeholders.

This is a client-facing role requiring excellent problem-solving abilities, technical aptitude, and a commitment to providing timely and high-quality support in a fast-paced environment.

Key Responsibilities

• Provide application support for customer-reported and internally identified issues.
• Investigate, troubleshoot, and resolve application-related incidents while adhering to established service level agreements (SLAs).
• Perform root cause analysis for recurring issues and collaborate with Development and Infrastructure teams to implement long-term solutions.
• Support production environments and participate in incident response activities as needed.
• Monitor application performance, identify trends, and proactively address potential issues before customer impact occurs.
• Maintain detailed documentation of incidents, resolutions, known issues, and support procedures.
• Manage and triage support tickets submitted through ticketing system and other support channels.
• Review incoming tickets for completeness, priority, business impact, and appropriate routing.
• Provide timely, effective and clear customer communications and status updates throughout the issue lifecycle.
• Gather and analyze diagnostic information, logs, and supporting documentation to assist with issue resolution.
• Escalate complex issues to Development, Infrastructure, or Product teams as appropriate.

SQL & Data Analysis Support

• Use SQL queries to investigate application issues, validate data integrity, and support troubleshooting activities.
• Analyze database records and application data to identify root causes and resolve customer-reported problems.
• Assist with data validation, reporting requests, and production support activities.
• Collaborate with Database Administrators and Development teams to resolve data-related issues.

Change Management & Release Support

• Support application deployments, releases, hotfixes, and maintenance activities.
• Participate in validation and testing efforts following production changes.
• Assist with implementation and verification of application updates and enhancements.
• Follow established ITIL-based change management, incident management, and problem management processes.
• Communicate release impacts and maintenance activities to stakeholders as required.

Internal Collaboration

• Work closely with Support, Development, Product, QA, and Infrastructure teams to resolve customer issues efficiently.
• Participate in team meetings, release reviews, incident reviews, and knowledge- sharing sessions.
• Proactively identify risks, recurring issues, and opportunities for process improvement.
• Contribute to the development and maintenance of knowledge base articles and support documentation.

Required Qualifications & Skills

• 2+ years of experience in Application Support, Technical Support, Production Support, or a related technology support role.
• Experience troubleshooting web-based and enterprise business applications in a production environment.
• Strong analytical and problem-solving skills with the ability to investigate complex technical issues.
• Experience working with ticket management systems.
• Knowledge of SQL and experience writing and executing database queries for troubleshooting and analysis.
• Familiarity with ITIL processes and procedures, including Incident Management, Problem Management, Change Management, and Service Request Management.
• Strong customer service skills with a customer-first mindset.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Ability to work independently and collaboratively in a team-oriented environment.
• Willing to provide on-call coverage for after-hours critical incidents on a scheduled basis.

Preferred Qualifications & Skills

• Experience supporting mortgage origination, mortgage servicing, lending, or mortgage technology platforms.
• Strong Mortgage Business Knowledge, including mortgage processes, workflows, and terminology.
• Advanced SQL querying and data analysis experience.
• Demonstrated ability to leverage AI for effective issue diagnosis, troubleshooting, and resolution.
• Experience with the Mortgage Cadence Platform or similar mortgage lending systems.
• ITIL Foundation certification or equivalent operational support experience.
• Experience working in SaaS, managed services, fintech, or enterprise IT environments.
• Familiarity with application monitoring and alerting tools.
• Experience supporting production releases, deployments, and change management activities.
• Understanding of APIs, web services, and application integrations.
• Experience working within Agile development environments.