Mission / Role Purpose

The Application Support Engineer provides advanced application-level and operational support for production environments, bridging first-level support and engineering teams.The role focuses on incident, problem, change and service request handling, deep technical investigation, application operations, monitoring improvements, and continuous enablement of L1 support engineers.The position plays a key role in ensuring service stability, SLA compliance, and the continuous improvement of application support processes across multiple products and customers.

Key Objectives

Handle and resolve application-level incidents, problems, service requests and changes across supported platforms.

Ensure completeness, accuracy and quality of ticket handling and documentation.

Support, guide and train L1 Support Engineers to improve first contact resolution and operational maturity.

Actively mo...