Application Support Engineer - Bangalore (Hybrid)

As an Application Support Engineer at Syndigo, your primary responsibilities will revolve around providing technical support for the Riversand SaaS product. This entails resolving customer issues in a timely manner, conducting root cause analysis of incidents, and collaborating with multiple parties to ensure swift technical resolutions. You'll also facilitate customer cadence calls to discuss ticket history and improvements, and contribute to enhancing our knowledge base. It’s a critical role that keeps our global customers satisfied and our services running smoothly!

To qualify for the Application Support Engineer position at Syndigo, you should possess a Bachelor’s degree in Computer Science, Engineering, or a related field. Additionally, a minimum of 4 years of progressively responsible experience in application software support is required. Familiarity with public cloud environments such as Azure or AWS, troubleshooting API issues, and working in multi-tenant environments will give you the edge you need to succeed in this role.

For the Application Support Engineer role at Syndigo, it’s essential to have experience working in software environments hosted on public clouds, like Azure or AWS. You'll need to be adept at troubleshooting APIs using tools such as Postman and have a solid understanding of data structures like JSON, XML, and YAML. Proficiency in using ticketing tools like Jira or ServiceNow, along with knowledge of log management systems, will also be key to providing exceptional support to our global customers.

At Syndigo, we firmly believe in nurturing our talent. As an Application Support Engineer, you will have access to continuous learning opportunities including training programs, workshops, and mentorship. We encourage our employees to stay updated with the latest industry trends and technologies, making it easier for you to enhance your skills and grow within the company. Your professional development is as important to us as your technical expertise!

Application Support Engineers at Syndigo are part of a vibrant and inclusive work environment that emphasizes collaboration and innovation. With a hybrid model in Bangalore, you can enjoy the flexibility of working either remotely or in our office. Our commitment to diversity and inclusion ensures that every voice is heard, and everyone feels welcomed, enabling you to thrive in your role while being part of a truly supportive team.

When answering this question, you should focus on a specific incident you managed. Describe the situation, the steps you took to identify the root cause, how you collaborated with other teams, and the outcome. Emphasize your problem-solving skills, communication, and how you ensured the issue was resolved efficiently to prevent future occurrences.

In response to this question, discuss your approach to ticket prioritization based on severity, customer impact, and SLA commitments. Explain how you utilize ticketing tools, your organizational skills, and communication throughout the resolution process to keep customers informed while demonstrating how you manage your time effectively.

Talk about your methodology for troubleshooting, detailing how you replicate issues, analyze logs, and use testing environments. Highlight your experience with debugging tools, monitoring systems, and your ability to conduct thorough root cause analysis to effectively diagnose and resolve problems.

Mention any scripting languages you’ve used, such as Python or shell scripting, and provide examples of tasks you automated or enhanced using scripts. Explain how this made processes more efficient and improved the overall application support you provided.

Emphasize the importance of clear communication, understanding customer needs, and actively managing customer expectations. Discuss how you adapt your support strategies to accommodate different time zones and cultural considerations, ensuring a seamless support experience regardless of location.

Discuss any specific projects you've worked on involving cloud platforms, your role, and the skills you developed in managing applications hosted on these environments. Highlight the advantages you understand about cloud technologies and how you can apply that knowledge to benefit Syndigo.

Talk about your familiarity with data privacy regulations and security protocols. Explain the measures you take to ensure customer information is handled securely, including following compliance guidelines and conducting regular audits or checks on sensitive data.

Describe your process for making knowledge base entries, including collaborating with team members, collecting feedback, and ensuring documents are user-friendly. Emphasize its importance for continuous improvement and reducing resolution times for future tickets.

When answering, select a significant challenge that required deep analysis and creative problem-solving. Describe your thought process, the tools you used, and how you ultimately resolved the issue while highlighting the skills you leveraged to achieve a successful outcome.

Focus on Syndigo’s reputation in the industry, your compatibility with their values, and your enthusiasm for being part of a data-driven environment. Mention specific aspects about the company culture or the role that particularly appeal to you, and how you can contribute to their success.