Application Support Specialist
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Key skills for this role
About the Role
Responsible for end-to-end ticket ownership, troubleshooting, customer communication, and operational support in a fast-paced environment with strong Linux and Kubernetes skills.
Key Skills for This Role
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In Your First Month, You'll
- Learn the supported solution, customer context, and how our L1/L2/L3 support model works
- Shadow ticket handling, environment checks, and incident troubleshooting in real production setups
- Get onboarded into our tooling and documentation (Freshdesk, Jira, Confluence, monitoring/log platforms)
As You Settle Into the Role, You'll
- Own customer tickets end-to-end: triage, investigation, updates, and resolution within SLA
- Troubleshoot using logs, system behavior, and structured reproduction; escalate to L2/L3 when needed
- Coordinate with HQ and local stakeholders during incidents (Support team, System Engineers, Solution Delivery Managers, ...)
Within Your First Year, You'll
- Resolve standard incidents independently and consistently according to the support process
- Contribute to knowledge base and ticket hygiene (clear steps, root cause notes, reproducible findings)
- Support stability: help minimize downtime through proactive checks, clean escalations, and follow-through
What You'll Be Responsible For
- Ticket ownership: analyze incidents, request missing info, reproduce issues, propose resolution steps
- Customer communication: keep tickets up to date, communicate progress clearly via portal/email/calls
- Operational support: monitoring, coordinating patches/changes in the customer environment, and supporting troubleshooting sessions
- Escalations & collaboration: involve System Engineers / Solution Delivery Managers / Engineering when needed, track progress
- On-call participation: active participation in 24/7 on-call rotations as part of this dedicated customer engagement
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