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:
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 24×7 shift rotation.
BE/BTech in Computer Science, Information Technology, or a related field.
Max CTC-20 LPA.
Immediate to 20 Days
Location-Bangalore/Hyderabad Local Candidates Only.
