Support Engineer

Required Technical Skills

2–4 years of experience in product support, application support, technical support, or enterprise software troubleshooting.

Good knowledge of Java, Java EE/J2EE, JDBC, and Java-based enterprise applications.

Strong working knowledge of Oracle Database and SQL.

Ability to analyse complex SQL queries and investigate database-performance issues.

Experience reviewing Java stack traces, application logs, server logs, and database logs.

Understanding of application servers and web servers such as Apache Tomcat, WebLogic, JBoss, Apache HTTP Server, or Nginx.

Working knowledge of Linux or Unix commands and server-level troubleshooting.

Experience supporting scheduled jobs, adapters, batch-processing, data imports, data exports, and enterprise reporting.

Basic understanding of REST and SOAP web services, XML, JSON, HTTPS, authentication, and connectivity.

Understanding of database indexes, locks, blocking sessions, execution plans, and query performance.

Experience using case-management, engineering, documentation, and monitoring tools such as Salesforce Service Cloud, Jira, Confluence, Grafana, Graylog, Splunk, or similar platforms.

Preferred Qualifications

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related technical discipline.

• Experience supporting complex enterprise applications involving large-volume data processing, reporting, analytics, or scheduled jobs.

• Experience troubleshooting customer-specific configurations, scripts, extensions, and custom code.

• Familiarity with cloud-hosted and customer-managed enterprise environments.

• Exposure to AWS or other cloud platforms.

• Understanding of ITIL-based incident, problem, change, and knowledge-management practices.

• Experience working with globally distributed Support, Engineering, Cloud Operations, and Database teams.

• Communication and Customer-Service Skills

• Excellent verbal and written communication skills in English.

• Ability to explain technical findings clearly to technical and non-technical stakeholders.

• Strong customer-service mindset with end-to-end ownership of assigned cases.

• Ability to prepare clear case updates, technical summaries, Root Cause Analysis reports, and Knowledge Articles.

• Confidence in participating in customer-facing troubleshooting calls.

• Ability to remain composed and organized during critical customer-impacting incidents.

• Ability to manage customer expectations through timely, accurate, and professional communicatio