Application Support Engineer

JD:

Key Responsibilities:

System Monitoring and Maintenance:
Continuously monitor the performance and availability of the Internet Payment Gateway.
Use monitoring tools to identify and address potential issues proactively.
Perform routine system checks and maintenance tasks.
Incident Management:
Respond to and resolve technical incidents and service requests within defined SLAs.
Escalate issues to higher-level support or development teams as necessary.
Document and track incidents, resolutions, and follow-ups in the ticketing system.
Technical Troubleshooting:
Diagnose and troubleshoot application issues, including payment processing errors, transaction failures, and system outages.
Work closely with customers to understand problems and provide effective solutions.
Utilize log analysis and other diagnostic tools to identify root causes.
Customer Support:
Provide technical support to clients via phone, email, and chat.
Assist clients with configuration, integration, and usage of the payment gateway.
Deliver timely and accurate information to clients regarding system status and updates.
Documentation and Reporting:
Maintain detailed documentation of system configurations, processes, and incident responses.
Generate regular reports on system performance, incident trends, and support metrics.
Contribute to the development of knowledge base articles and user guides.
Qualifications:

Education:
Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent work experience.
Experience:
Minimum 1-2 years of experience in technical support, IT operations, or a related role.
Experience supporting payment gateway applications or e-commerce platforms is a plus.
Technical Skills:
Proficiency in using monitoring and ticketing tools (e.g., Nagios, Zabbix, Jira, ServiceNow).
Basic knowledge of network protocols, databases, and web technologies.
Familiarity with Linux/Unix operating systems and command-line tools.
Understanding of payment processing and related security standards (e.g., PCI-DSS) is advantageous.
Soft Skills:
Strong analytical and problem-solving abilities.
Excellent communication and interpersonal skills.
Ability to work independently and in a team-oriented, collaborative environment.
Customer-focused attitude with a commitment to providing exceptional service.
Additional Requirements:

Willingness to work in a 24/7 operational environment, including weekends and holidays as needed.
Ability to manage multiple tasks and priorities in a fast-paced setting.
Strong attention to detail and a high level of accuracy.