Job Description

Title: Application Support Engineer
Location: Hyderabad/Gurgaon
Exp: 4-8 Yrs
:

• Interact with L1 and keep run-books and Standard support operational procedures(SOP) up-to-date
• Perform Ad-hoc support tasks and prepare reports for business
• Troubleshoot all the new incidents/issues for which knowledge base is not available and escalated by L1 team
• Resolve the incidents/issues as per agreed SLA
• Address the service requests as per agreed SLA
• Follow the escalation process to escalate to L3 team or next level of support as per escalation metric if unable to resolve the issue within agreed time window
• Prepare the Incident post-mortem / RCA(Root cause analysis) report of incidents and share it with all the stakeholders within agreed timeline
• Perform the shift handover activities as per agreed SOPs
• Participate in problem management, change management, knowledge management, even management etc.
• Update knowledge base with new learnings, changes in resolution steps etc. in timely manner
• Ensure SLA/KPI (under control of L2 team like incident response time are met and collect/update data of it in required tools
• Help shift/team lead to prepare to various operational reports required by internal and external stakeholders
• Contribute to support reusable assets and internal knowledge sharing sessions
• Work to build-up skills for L3 support level
• Work on POC of different solutions, tools etc. POC
• Coordinate with L1 and L3 engineers (as per case requirement) on various issues, incidents, service requests, user queries, various changes in environment, various events etc.
• Work on automation of manual activities if possible and share the details of automation opportunities with L3 team

Personal Attributes:
a. Systematic problem-solving approach, coupled with effective communication skills and a sense of drive
b. Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution
c. Should be flexible to work in all shifts
d. Ability to prioritize when under pressure
SKILL REQUIREMENTS
Must Skills

• Hands-on experience with Salesforce's Atlas Reasoning Engine .
• Ability to troubleshoot and support AI agent workflows powered by Atlas, including task orchestration and decision-making logic.
• Familiarity with System 2 reasoning models, reinforcement learning feedback loops, and graph-based architectures.
• Experience monitoring and optimizing autonomous agent performance in production environments.
• Proficiency in analyzing logs and telemetry data from Atlas-powered agents to identify and resolve issues.
• Understanding of event-driven systems and asynchronous task execution in enterprise AI platforms.
• Ability to collaborate with AI/ML teams to escalate and resolve complex reasoning or orchestration issues.
• Exposure to Agentforce or similar AI agent ecosystems is a strong plus
• Familiarity and working experience on ecommerce projects
• Working knowledge with ServiceNOW ITSM tool
• Knowledge of Production Support processes and procedures.
• Have ability to demonstrate functional and technical architecture knowledge and correlate between the two from past experiences
• Have good exposure of ITIL Processes like Incident Management, Problem Management, and Knowledge Management etc.

Nice to have Skills

• Good understanding of Accessibility and comfortable using dev tool bar for debugging.
• Have some exposure of cloud technologies
• Have understanding of how cloud infrastructure is setup, applications are deployed, various services are setup and used etc.
• Have ability to understand the technical errors in the application log and understand the solutions provided by L3/Development teams at least at high level.