Application Support Engineer - job 1 of 2

As an Application Support Engineer at our company, your primary responsibilities will include providing second-level technical support for critical applications, addressing escalated incidents from Level 1 support, utilizing SQL queries for database analysis, and administering UNIX/Linux applications. You will also be responsible for configuring and troubleshooting Cloud AWS services, collaborating with development teams for issue resolution, and documenting support processes to facilitate knowledge sharing. Your expertise in Java, Oracle, and ITSM processes will be crucial in ensuring optimal application performance.

To apply for the Application Support Engineer position, you should have at least two years of experience in application support, with a strong command of Java, SQL, PL/SQL, and Oracle databases. Solid understanding of UNIX/Linux systems and experience with shell scripting is also required. Familiarity with Cloud AWS services is essential, along with a basic knowledge of IT Service Management (ITSM) practices. A Bachelor’s or Master’s degree in Computer Science, IT, or a related discipline is preferred.

Collaboration is key for the Application Support Engineer role. You'll be part of a close-knit team of four engineers, working alongside Level 1 support and development teams. You'll share insights and knowledge, address technical issues, and contribute to the team's collective problem-solving efforts. This collaborative environment ensures that all escalated issues are resolved efficiently, while also fostering continuous improvement through shared documentation and best practices.

As an Application Support Engineer, you'll be using a variety of tools and technologies, including Java frameworks (like J2EE EJB, Spring, and Microservices), Oracle databases, and SQL for troubleshooting. You'll work extensively with UNIX/Linux systems and utilize shell scripting for automation tasks. Additionally, familiarity with Cloud AWS services such as EC2, ECS, and S3 will be vital for managing application hosting and storage.

At our company, we value career growth and encourage continuous learning. As an Application Support Engineer, you will have opportunities to take part in tech upgrades, platform automation, and cloud migration programs. You may also engage in professional development through training sessions in ITSM frameworks and emerging technologies, helping you advance your skills and your career within the organization.

When answering this question, focus on specific frameworks you have worked with, such as J2EE EJB, Spring, or Microservices. Mention the projects you contributed to and elaborate on your role, emphasizing how you applied Java frameworks to solve problems or improve performance. Use specific examples to showcase your expertise and understanding of best practices.

To respond effectively, describe your approach to troubleshooting. Talk about how you query databases to identify issues, rectify data discrepancies, and perform optimizations. Share examples where your SQL skills led to successful problem resolution and how you measured the impact of your work on overall application performance.

When discussing your experience with UNIX/Linux, highlight specific tasks you have performed. This may include shell scripting, system administration, or log analysis. Provide examples of challenges you faced and how your technical knowledge helped you overcome them, ensuring to showcase your ability to thrive in a UNIX/Linux environment.

Here, it’s crucial to demonstrate your time management skills. Explain how you prioritize tasks based on urgency and impact. Describe a specific example of handling multiple incidents simultaneously, discussing how you communicated progress to stakeholders and ensured timely resolution while meeting SLAs.

In your response, define ITSM and describe its key components, such as incident, problem, and change management. Talk about how you have applied ITSM principles in your previous roles to enhance efficiency and service quality. Use examples to illustrate how adhering to ITSM practices has benefited teams and contributed to customer satisfaction.

To answer this, discuss the importance of documentation in knowledge sharing and incident resolution. Describe your method for documenting processes, procedures, and troubleshooting steps clearly and concisely. Mention any tools or formats you use, and provide an example of how your documentation has assisted colleagues in future support tasks.

When responding, discuss specific AWS services you’ve worked with, such as EC2, S3, or ECS. Detail how you’ve utilized these services for application hosting, storage, or integrations. Share any challenges you faced and how you approached them, emphasizing your technical expertise and ability to adapt to cloud environments.

Highlight the importance of teamwork in addressing escalated technical issues. Discuss how you interact with Level 1 support, development teams, and other IT stakeholders to ensure smooth operations. Use examples to illustrate how effective collaboration has led to timely incident resolution and successful project outcomes.

In your answer, emphasize your commitment to continuous learning. Talk about the resources you utilize, such as online courses, webinars, or industry conferences. Discuss how you actively seek to gain knowledge on new tools and technologies that can enhance your role, demonstrating your enthusiasm for professional growth.

When responding, choose a specific, complex problem that showcases your analytical and technical skills. Detail the steps you took to identify the issue, your thought process behind the solution, and the outcomes it generated. This will illustrate your problem-solving abilities and your capability to handle challenging situations as an Application Support Engineer.