Software-Application Support Engineer

Job Summary

Key Responsibilities

• **Software Troubleshooting**: Diagnose and resolve issues related to custom-built applications, third-party software integrations, and software environments (.NET, VueJS, Jquery, Web Browsers etc.).
• **Code Debugging**: Use programming skills to troubleshoot and identify root causes in the software code, reviewing logs, error reports, and user-reported issues.
• **Support & Maintenance**: Provide support for software installations, configuration, updates, and patches. Address bugs, performance issues, and integration problems. Should be able to write SQL queries (Oracle and SQL Server) to troubleshoot or get the data as per requirements.
• **Collaboration with Developers**: Work with the software development team to escalate, report, and help resolve more complex software issues, providing detailed information on the issues encountered.
• **Report Development**: Should be able to collect user requirements for report, write the SQL queries and create Statistical reports using Crystal Report or Power BI tools.
• **Customer Communication**: Offer technical support via phone, email, and remote sessions to resolve software-related problems. Clearly explain technical issues and solutions to non-technical users.
• **Documentation**: Maintain and update technical documentation, including knowledge base articles, troubleshooting guides, and user manuals for both internal and customer use.
• **Software Testing**: Assist in software testing by replicating reported issues, suggesting test cases, and ensuring that fixes are properly deployed.
• **API & Integration Support**: Provide support for APIs, SDKs, and other software integration points, helping users and clients set up or troubleshoot their connections.
• **Proactive Monitoring**: Monitor software performance, logs, and alerts to identify potential issues before they escalate.
• **Feedback Loop**: Serve as a bridge between end users and the development team by providing valuable user feedback that can guide future development or product improvements.

Required Skills

• **Programming Knowledge**: Proficiency in .NET programming language (C#, MVC, Web API,.NET Core) to assist in debugging and troubleshooting. And familiarity with progressive JS (like VueJS, React)
• **Software Lifecycle Understanding**: Familiarity with software development life cycle (SDLC), version control (e.g., Git), and bug tracking systems (e.g., Jira).
• **Troubleshooting**: Strong debugging skills, with experience in identifying software issues using logs, error messages, and tracing code.
• **Database Knowledge**: Basic understanding of Either Oracle or SQL Server databases, including SQL queries and database troubleshooting.
• **Customer Service**: Strong communication skills with the ability to explain complex technical issues in clear, non-technical terms.
• **Problem Solving**: Advanced analytical and problem-solving abilities, particularly in debugging and resolving software-related issues.

Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related field.
• 3+ years of experience in software development.
• 3+ years of experience in application maintenance and system support.
• Experience with software development tools and technologies (e.g., IDEs, version control systems, etc.).
• Experience with customer-facing technical support, especially for software products or services.
• Familiarity with troubleshooting software environments.

Preferred Qualifications

• Experience with API integrations, web services, or enterprise software systems.
• Knowledge of Agile or DevOps practices.
• Certifications such as ITIL.

Working Conditions

• Full-time position with some after-hours support.(under contract)
• Occasional collaboration with developers for troubleshooting complex issues.
• Work will be onsite at Dubai Municipality premises.