Support Engineer

Job Description

We are seeking a proactive Support Engineer to provide application and production support for business-critical applications. The role involves incident management, issue resolution, release support, and close collaboration with German-speaking business users and global teams. Strong communication skills, SDLC knowledge, and customer focus are essential.

Key Responsibilities

• Provide application and production support for business applications.
• Analyze, troubleshoot, and resolve incidents and service requests.
• Coordinate with German-speaking stakeholders and business users.
• Perform root cause analysis and drive issue resolution.
• Support releases, deployments, and production rollouts.
• Work closely with Product Owners, Developers, Testers, and Architects.
• Maintain support documentation, knowledge articles, and operational procedures.
• Monitor SLAs and drive continuous service improvements.
• Participate in incident, change, and release management activities.

Required Skills & Qualifications

• German language proficiency at C1/C2 level.
• Bachelor's or Master's degree in Computer Science, Engineering, or related field.
• 3-5 years of experience in Application/Product/Production Support.
• Good understanding of SDLC, Agile, and Scrum practices.
• Experience with tools such as JIRA, Confluence, Azure DevOps, or ServiceNow.
• Strong analytical, problem-solving, and communication skills.
• Experience working with cross-functional and international teams.

Preferred

• Experience in Automotive or Enterprise Software environments.
• Knowledge of release, incident, and change management processes.
• Basic understanding of APIs, integrations, databases, and application architecture.

Working Hours

• Flexible to support business and stakeholder needs.
• Availability to work up to 7:30 PM - 8:00 PM IST when required for business support and collaboration with German stakeholders.

Key Competencies

• Customer Focus
• Strong Communication
• Stakeholder Collaboration
• Problem Solving
• Ownership & Accountability
• Teamwork & Continuous Improvement

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