Java Application Support

Job Description

JD 
Role Overview:
 The Support Engineer will be responsible for providing Level 2 and Level 3 application support for Eats, Driver, and POS systems. The role involves monitoring support queues, troubleshooting technical issues, performing root cause analysis (RCA), and ensuring timely resolution while maintaining a high level of customer satisfaction.
Key Responsibilities:
•    Provide Level 2 & 3 application support by monitoring the application support queue and resolving issues in line with established SLAs and protocols.
•    Respond to all support emails in a timely manner and ensure each issue is followed through to closure.
•    Collaborate with project leaders and technical teams to create and maintain knowledge base documentation for supported applications, ensuring the latest versions are available to users.
•    Identify opportunities for improvement in applications, processes, and business logic to reduce repetitive tickets and enhance user experience.
•    Perform data and log analysis using tools like Kibana and Postman to troubleshoot and resolve errors or user queries.
•    Deliver high-quality customer service and maintain consistent communication with stakeholders throughout issue resolution.
•    Demonstrate a positive, team-oriented attitude and sound judgment in handling all responsibilities.
Education & Experience:
•    4–5 years of experience supporting web or app-based food & beverage applications.
•    Hands-on experience with Kibana and Postman for troubleshooting and analysis.
•    Experience supporting multi-tier applications, including Java and RESTful web services.
•    Willingness to participate in a 24x7 shift rotation.
•    BE/BTech in Computer Science, Information Technology, or a related field.