Experience.com is hiring a
Senior Application Support Engineer, Remote - India

Summary

The job is for a Senior Application Support Engineer at Experience.com, responsible for providing technical support to end-users, fixing and resolving problems quickly, and leading a team of application support engineers. The role is based in Chennai (Base Location) / Remote on the US shift (PST), and is a full-time employment.

Requirements

• Minimum 8+ years of work experience as an Application Support Engineer or in a similar role
• At least 3+ years of experience in Ruby on Rails or Python
• At least 3+ years of experience in MySQL / MongoDB
• A strong understanding of application architecture and infrastructure is required
• Excellent troubleshooting and problem-solving skills are essential
• Ability to prioritize and manage multiple open issues simultaneously
• Familiarity with monitoring tools for application performance and system health
• Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals
• Research, reproduce, and lead support case resolution efforts for product and technical issues
• Familiarity with cloud platforms such as AWS or Google Cloud Platform
• Proficient understanding of code versioning tools, such as Git, BitBucket
• Good understanding and working knowledge of web concepts like REST, JSON, HTTP, API, JS
• Extensive knowledge of responsive design using a media query, Bootstrap, Ajax, and RESTful web services

Responsibilities

• Provide technical support and assistance to end-users
• Lead and mentor a team of application support engineers, ensuring timely resolution of issues and adherence to SLAs
• Debug code and identify the root cause of problems
• Develop and implement solutions to technical problems
• Diagnose and solve application problems and system outages
• Work with development teams to address and resolve complex technical issues
• Perform root cause analysis to address recurring technical problems
• Monitor application performance and implement proactive measures to optimize performance
• Document support processes and procedures thoroughly
• Contribute to continuous improvement initiatives for application support processes
• Engage in team discussions about ongoing issues and potential improvements
• Replicate technical issues and collaborate with engineers to find solutions or workarounds
• Effectively prioritize and communicate customer issues and company projects to management

Preferred Qualifications

• Strong analytical, problem-solving, organizational, and detail-oriented skills
• Strong verbal and written communication skills