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Support Engineer

Altum
Gujarat, IND
Full-time
Onsite
Discovered 3 days ago
Application supportIncident triage and prioritizationTroubleshootingTicketing toolsJiraAzure DevOps

Full Job Posting

Location and schedule

  • The role is based in Ahmedabad and is described as onsite, working from the Ahmedabad office.
  • Working hours are 9 PM to 6 AM IST to support US business hours; shift-based and on-call production support may be required.
  • The posting states full-time employment and 2+ years of experience.

About Altum

Altum is a Chicago-based technology consulting firm delivering cloud-native and AI-driven solutions across finance, healthcare, transportation, manufacturing, and insurance.

Its proprietary AI platform is NiceFlow.ai; the company describes a collaborative culture and opportunities for learning and career growth.

About the role

Support business applications and US-based clients; deep technical expertise is not required, and structured training is provided.

The role calls for a structured troubleshooting approach, understanding of business systems, and clear communication.

Responsibilities

  • Provide Level 1 and Level 2 application support; log, triage, prioritize, and resolve incidents and service requests.
  • Monitor application health, alerts, and dashboards; follow runbooks and escalate issues to appropriate teams.
  • Coordinate deeper investigations with development, infrastructure, database, and business teams; assist with root-cause analysis and preventive measures.
  • Communicate with clients and stakeholders, provide status updates, maintain documentation and procedures, and ensure SLA risks are escalated.
  • Participate in shift-based and on-call production support as required.

Requirements

  • At least 2 years of application, technical, or customer support experience.
  • Understand software systems, databases, and integrations; follow troubleshooting steps and read basic logs and error messages.
  • Hands-on experience with Jira, Azure DevOps, or a similar ticketing tool.
  • Strong written and spoken English, confidence communicating with US clients, analytical ability, attention to detail, and willingness to learn.
  • Ability to work 9 PM–6 AM IST consistently and manage priorities under pressure.
  • A bachelor’s degree in any discipline; computer science, IT, or a related field is preferred.

Preferred skills

  • Basic SQL; familiarity with Windows or Linux, APIs, web services, and system integrations.
  • Exposure to ITIL Incident, Problem, and Change Management and previous support for US or other international clients.

Benefits and growth

  • Structured onboarding and hands-on training on applications, tools, and support processes.
  • Exposure to US and global clients, cross-functional teams, and emerging technologies.
  • Health insurance, employee well-being support, and opportunities for continuous learning and professional development.
  • The company describes a growth path into senior support, application, or technical roles.

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