Support Engineer

3+ years of hands-on experience in production support or application support roles. Must Have

Proficiency with ServiceNow for incident, problem, and change management (ITSM). Must Have

Strong SQL & PL/SQL skills - ability to write and run queries for debugging, data validation, and root cause analysis. Must Have

Working knowledge of Java (Apache Struts) - reading application code, interpreting logs and stack traces during live incidents. Must Have

Availability for 180 on-desk hours per month as part of support coverage. Must Have

Flexibility to work rotational night shifts (minimum 90 hrs/month), scheduled in advance with reasonable notice. Must Have

Availability for weekend on-call support (minimum 48 hrs/month) as part of the global coverage rotation. Must Have

Java web-app support on application servers (e.g. Tomcat) - WAR deployments, JNDI datasources, connection-pool troubleshooting.

Spring / Spring Security and ORM frameworks (Hibernate, JPA, JDO) - reading config and diagnosing data-layer issues.

Web front-end debugging in the browser - JavaScript/jQuery and a modern SPA framework (e.g. AngularJS).

Proven ability to triage issues systematically under pressure and communicate clearly with technical and business stakeholders.

Familiarity with log analysis and monitoring tools (e.g. Splunk, ELK, Dynatrace, Grafana, ThousandEyes, Nagios, or similar).

Strong verbal and written communication skills for incident updates, escalations, and post-mortems.

Experience working with cross-functional teams in a fast-paced, high-availability environment.