Software System Support Engineer(L1/L2)

Job Description Software System Support
Engineer (L1/L2)
Experience
13 Years
Qualification
Bachelor's Degree in Computer Science, Information Technology, Software Engineering,
Electronics, or a related engineering discipline.
Job Summary
We are looking for a Software System Support Engineer to provide Level-1 and Level-2
technical support for enterprise software applications. The role involves troubleshooting
application issues, monitoring system performance, analyzing logs, supporting deployments,
validating databases, Infrastructure teams to ensure high system availability and customer
satisfaction.
Key Responsibilities
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Provide technical support for enterprise software applications and web-based
platforms.
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Diagnose and resolve application, database, and system-related issues.
Monitor application health and perform root cause analysis of incidents.
Analyze application and server logs to identify and resolve issues.
Execute SQL queries for troubleshooting and data validation.
Support software installation, configuration, upgrades, and patch deployments.
Test REST APIs using tools such as Postman.
Document incidents, solutions, and knowledge base articles.
Coordinate with internal teams to resolve product defects and customer issues.
Ensure adherence to SLA timelines and maintain high customer satisfaction.
Technical Skills
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Operating Systems: Windows, Linux
Databases: MySQL, PostgreSQL, MS SQL
Programming: Basic knowledge of Python, Java, C#, or JavaScript
API Technologies: REST API, JSON, XML, Postman
Tools: Git, Jira, Remote Desktop

Preferred Skills
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Basic understanding of SDLC and Agile methodologies.
Knowledge of enterprise software, SaaS, IoT, BMS, SCADA, or industrial applications is
preferred.
Soft Skills
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Strong analytical and troubleshooting abilities.
Excellent communication and customer support skills.
Ability to prioritize incidents and work under pressure.
Good documentation and teamwork skills.
Willingness to learn new technologies and adapt to changing environments.