Application Support Engineer

Service Factory

Employer Active

Posted 11 hrs ago

Experience

1 - 5 Years

Job Location

Algeria - Algeria

Education

Bachelor of Technology/Engineering

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Application Support Engineer


Incident Management and Resolution (Levels 1 & 2)

Support: Receiving, analyzing and prioritizing requests and incidents reported by users (via our ticketing tool).

Diagnostic & Investigation: Investigate complex anomalies by analyzing application behavior, reproducing bugs, and inspecting logs if necessary.

R solution: To provide users with clear, precise answers and workarounds.

Escalation and Technical Collaboration

Bug qualification: Document unresolved incidents at your level in an ultra-precise manner (reproduction steps, logs, impacts) to transmit them to the development team.

Follow-up: Ensure follow-up of fixes with the technical teams and keep the client informed of progress.

Product Interface: Working hand in hand with the Product Customer Success Manager to identify bug trends and populate the knowledge base.

Am lioration Continue & Documentation

Knowledge base: Write technical sheets, internal solution procedures and participate in feeding the Help Center for user self-care.

Optimization: Participate in the improvement of monitoring and support tools to gain efficiency.

Desired Candidate Profile

Education / Experience: With higher education in Computer Science (Bac+2 Bac+5) or a passionate self-taught individual, you have a first successful experience in a similar position (Application Support, N2 Support, or Software-oriented Helpdesk Technician).

Comp tences Techniques (Soft & Tech) :

You have a good understanding of web/SaaS architectures (APIs, HTTP requests, browser code inspection).

Knowledge of NoSQL databases and log reading is a serious asset.

Knowledge of tools such as Azure DevOps.

M thodologie & Posture :

Rigour and analytical mind: You like to dig into a problem, formulate hypotheses and find the root cause.

Customer service skills and teaching ability: You know how to rephrase a complex technical problem using simple and reassuring words for the customer.

Resilience and calm: You know how to manage priorities and stress when faced with a blocked client.

If you match this profile, please send your CV by clicking

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Company Industry

  • IT - Software Services

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Application Support Engineer

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Service Factory

https://www.emploipartner.com/en/jobs/71159

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