Application Support Engineer

Role Overview

As an Application Support Engineer, you will be deployed onsite at a banking client, serving as the first point of contact for all matters related to Eocean’s WhatsApp Solutions. You will be responsible for diagnosing, troubleshooting, and resolving application-related issues while ensuring smooth day-to-day operations and maintaining strong client relationships. The role requires a proactive individual who can manage incidents efficiently, communicate effectively, and coordinate with internal teams for timely resolution.

Key Responsibilities

* Act as the onsite representative and first point of contact for Eocean’s WhatsApp Solutions.

* Diagnose, troubleshoot, and resolve application-related issues in coordination with internal support and product teams.

* Monitor application performance, identify recurring issues, and provide timely updates to stakeholders.

* Communicate effectively with client teams through email, chat, or phone until resolution.

* Escalate complex cases to internal teams with proper documentation and root-cause details.

* Track and manage open issues, ensuring closure within defined SLAs.

* Support application deployments and conduct post-deployment validation activities.

* Maintain detailed records of incidents, resolutions, and best practices in internal knowledge bases.

* Prepare periodic reports highlighting issue trends, client feedback, and service improvements.

* Build and maintain strong working relationships with client representatives to ensure satisfaction and trust.

Qualifications and Experience

* Bachelor’s degree in Computer Science, Software Engineering, or a related field.

* 2–3 years of experience in Application Support or similar customer-facing technical roles.

* Strong command over SQL databases (Microsoft SQL, MySQL, or Oracle).

* Hands-on experience with web-based or cloud-hosted applications.

* Familiarity with APIs, logs, and system integrations.

* Strong diagnostic and problem-solving skills with an analytical mindset.

* Excellent verbal and written communication skills.

* Ability to work independently and handle multiple priorities in a client-facing environment.

Key Competencies

* Application troubleshooting and root-cause analysis

* Effective communication and client relationship management

* Database query handling and analysis

* Time management and prioritization

* Documentation and attention to detail

* Collaboration and cross-functional coordination

Job Type: Full-time

Application Question(s):

• What is your current salary?
• What are your salary expectations?

Work Location: In person