Application Support Engineer

Key Responsibilities

• Serve as a primary point of contact for technical application support, working directly with users to identify, diagnose, and resolve issues.
• Triage incoming support cases, determine severity and impact, and manage issues through resolution.
• Troubleshoot application issues across the full support stack, including user workflows, web browsers, application services, and databases.
• Provide hands-on support for web browser-related issues, including cache/cookie problems, compatibility issues, and use of browser developer tools.
• Investigate and resolve data issues using SQL Server, including writing SQL queries to analyze and correct data discrepancies.
• Support and troubleshoot applications built on the .NET (C#) framework, focusing on issue resolution rather than feature development.
• Monitor, investigate, and document application issues within Azure cloud environments.
• Use Azure DevOps to log, track, and update incidents, defects, and support-related work items.
• Escalate complex issues to engineering teams with clear documentation, reproduction steps, and technical findings.
• Validate fixes and communicate resolution updates clearly to users.
• Support application releases by assisting with smoke testing, post-deployment validation, and user communications.
• Create and maintain support documentation, runbooks, and knowledge base articles.
• Manage multiple active support cases while meeting response and resolution expectations.

Required Technical Knowledge

• Strong experience supporting applications built with .NET / C#.
• Working knowledge of Microsoft Azure cloud platforms, with experience supporting cloud-hosted applications.
• Experience using Azure DevOps for incident tracking, issue management, and collaboration with engineering teams.
• Proficiency with SQL Server, including writing and executing SQL queries for troubleshooting and data correction.
• Strong understanding of web technologies and practical experience troubleshooting modern web browsers (Chrome, Edge, Firefox, Safari).
• Familiarity with application logging, monitoring, and basic performance troubleshooting.

Qualifications & Skills

• 3+ years of experience in technical support, application support, or production support roles.
• Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience.
• Excellent customer service and communication skills, with the ability to explain technical issues in clear, user-friendly language.
• Strong problem-solving skills and attention to detail.
• Ability to remain calm, organized, and effective while handling multiple issues and priorities.
• Collaborative mindset and comfort working closely with engineering and product teams.
• Experience working in an Agile or fast-paced support environment.