Applications Support Specialist - Triage

Mouser; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Mouser in Pune, India is seeking a software support engineer to provide technical support and maintenance for software applications, ensuring smooth operation of business-critical systems. You will troubleshoot issues, respond to user inquiries, monitor incidents, and coordinate with development, support, and sysadmin teams to resolve problems and implement improvements.

After-hours shifts may be required. A bachelor’s degree in CS/IT or related field is required; you will maintain detailed

Qualifications

• Bachelor’s degree in computer science, information technology, or a related field.
• Experience providing technical support for software applications is preferred.

Responsibilities

• Provide technical support and maintenance for software applications.
• Troubleshoot issues, respond to user inquiries, and collaborate with development and infrastructure teams to resolve problems and implement improvements.
• Provide day‑to‑day support for internal or customer‑facing applications and troubleshoot and resolve application issues escalating when necessary.
• Monitor and triage incoming software incidents from internal teams, end users, and automated systems.
• Classify and prioritize issues based on severity, impact, and urgency, escalating critical issues when necessary.
• Perform initial investigations of reported issues, replicating bugs where possible to gather diagnostic information.
• Examine logs, error messages, and performance data to identify potential root causes.
• Maintain detailed records within the incident management system, documenting status, ownership, and progress for each issue.
• Collaborate with development, support, and system administrator teams to coordinate resolution efforts.
• Support applications during after‑hours/weekends/holidays when necessary or in shifts.
• Bachelor’s degree (B.Sc., B.E., B.Tech. etc.) in computer science, information technology, or a related field

Skills

Technical support

Troubleshooting

Incident management

Log analysis

Education

Bachelor’s degree in computer science

Job description

Job Responsibilities & Qualifications

• Primary responsibility to provide technical support and maintenance for software applications
• Ensures smooth operation of business‑critical systems by troubleshooting issues, responding to user inquiries, and collaborating with development and infrastructure teams to resolve problems and implement improvements
• Provide day‑to‑day support for internal or customer‑facing applications and troubleshoot and resolve application issues escalating when necessary
• Monitor and triage incoming software incidents from internal teams, end users, and automated systems
• Classify and prioritize issues based on severity, impact, and urgency, escalating critical issues when necessary.
• Perform initial investigations of reported issues, replicating bugs where possible to gather diagnostic information.
• Examine logs, error messages, and performance data to identify potential root causes.
• Maintain detailed records within the incident management system, documenting status, ownership, and progress for each issue.
• Collaborate with development, support, and system administrator teams to coordinate resolution efforts.
• Support applications during after‑hours/weekends/holidays when necessary or in shifts
• Bachelor’s degree (B.Sc., B.E., B.Tech. etc.) in computer science, information technology, or a related field

This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.