Senior Application Support Specialist

You will provide technical support for OTT or e-commerce applications to end-users, customers, and internal teams. Responsibilities Analyze log files, error messages, and user reports to diagnose technical issues and find root causes. Monitor application performance and availability to proactively address potential service disruptions. Log, track, and prioritize incidents to ensure resolution within defined SLAs. Collaborate with development teams and vendors to resolve complex incidents and manage software bugs. Participate in change management processes and conduct QA testing to verify fixes. Maintain knowledge base articles, FAQs, and troubleshooting guides for internal and external use. Required Skills 4-6 years of experience in a customer support role, ideally supporting B2B Enterprise or SaaS-based applications. Hands-on experience troubleshooting logs using Site24x7, Datadog, New Relic, Kibana, or Grafana. Proficiency with ticketing tools such as Jira, Remedy, or ServiceNow. Experience providing 24/7 application and IT infrastructure management support to global customers. Ability to work 24/7 shifts, including weekends and on-call rotations. Bachelors Degree or equivalent. Preferred Skills ITIL Foundation V3 or V4 certification. You will provide technical support for OTT or e-commerce applications to end-users, customers, and internal teams. Responsibilities Analyze log files, error messages, and user reports to diagnose technical issues and find root causes. Monitor application performance and availability to proactively address potential service disruptions. Log, track, and prioritize incidents to ensure resolution within defined SLAs. Collaborate with development teams and vendors to resolve complex incidents and manage software bugs. Participate in change management processes and conduct QA testing to verify fixes. Maintain knowledge base articles, FAQs, and troubleshooting guides for internal and external use. Required Skills 4-6 years of experience in a customer support role, ideally supporting B2B Enterprise or SaaS-based applications. Hands-on experience troubleshooting logs using Site24x7, Datadog, New Relic, Kibana, or Grafana. Proficiency with ticketing tools such as Jira, Remedy, or ServiceNow. Experience providing 24/7 application and IT infrastructure management support to global customers. Ability to work 24/7 shifts, including weekends and on-call rotations. Bachelors Degree or equivalent. Preferred Skills ITIL Foundation V3 or V4 certification.