Support Engineer - Software

日本アバカス株式会社; Chennai District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

日本アバカス株式会社 is seeking a Support Engineer – Software to provide technical assistance for enterprise software. You will troubleshoot applications, databases, APIs, and integrations while coordinating with Engineering, Product, DevOps, and Customer Success teams.

This role requires 2–5 years of experience in technical support or software engineering, strong problem-solving skills, and the ability to work in a fast-paced environment.

Qualifications

• Bachelor's degree in CS/IS/Engineering or equivalent.
• 2–5 years of technical support or software engineering experience.
• Experience supporting enterprise or SaaS applications.
• Strong understanding of client/server, web apps, REST APIs, and networking.

Responsibilities

• Provide L2/L3 technical support for enterprise and SaaS applications.
• Troubleshoot application, database, API, integration, and system issues.
• Analyze logs, reproduce defects, identify root causes, and provide solutions or workarounds.
• Manage incidents and service requests according to SLAs.
• Escalate complex issues to Engineering with detailed technical analysis.
• Collaborate with Development, QA, Product, and DevOps on production issues.
• Support deployments, upgrades, patches, and release validation.
• Maintain troubleshooting guides and technical documentation.
• Monitor application health and identify recurring issues.
• Participate in on-call support as required.

Skills

L2/L3 support

REST APIs

SQL

Windows

Linux

Jira/ServiceNow/Zendesk

Troubleshooting

On-call support

Communication

Education

Bachelor's degree in Computer Science, Information Systems, Engineering or related field

Tools

Jira

ServiceNow

Zendesk

Splunk/Datadog/Grafana/New Relic

Job description

Job Description

Job Title: Support Engineer – Software

Overview:

We are seeking a Support Engineer – Software to provide technical support for enterprise software applications. The role will troubleshoot application, database, API, and integration issues while working closely with Engineering, Product, DevOps, and Customer Success teams.

Roles & responsibility:

• Provide L2/L3 technical support for enterprise and SaaS applications.
• Troubleshoot application, database, API, integration, and system issues.
• Analyze logs, reproduce defects, identify root causes, and provide solutions or workarounds.
• Manage incidents and service requests according to SLAs.
• Escalate complex issues to Engineering with detailed technical analysis.
• Collaborate with Development, QA, Product, and DevOps teams on production issues.
• Support deployments, upgrades, patches, and release validation.
• Maintain troubleshooting guides, knowledge articles, and technical documentation.
• Monitor application health and identify recurring issues.
• Participate in on-call support as required.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent professional experience.
• 2–5 years of experience in technical support, application support, software engineering, or IT operations.
• Experience supporting enterprise or SaaS applications.
• Strong understanding of client/server architecture, web applications, REST APIs, and networking fundamentals.
• Experience working with SQL databases and writing basic to intermediate SQL queries.
• Familiarity with Windows and Linux operating systems.
• Experience using ticketing systems such as Jira, ServiceNow, Zendesk, or similar platforms.
• Excellent troubleshooting, analytical, and critical thinking skills.
• Strong written and verbal communication skills.
• Ability to prioritize multiple issues in a fast-paced environment while maintaining a high level of customer service.
• Willingness to work in a 24/7 environment

Preferred skills & experience

• Experience with AWS, Azure, or Google Cloud.
• Knowledge of Docker, Kubernetes, CI/CD, and DevOps practices.
• Experience with monitoring tools such as Splunk, Datadog, Grafana, or New Relic.
• Basic scripting knowledge in PowerShell, Bash, or Python.
• Familiarity with authentication protocols such as OAuth, SAML, or LDAP.
• ITIL Foundation certification is a plus