Job Description

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Come Join Us
Experience.com - We make every experience matter more . . .
Position: Senior Application Support Engineer
Job Location: Chennai (Base Location) / Remote
Shift Time: US shift (PST)
Employment Type: Full Time
Job Summary:
As an Application Support Engineer, you will be vital in keeping applications running smoothly. Your main job will be to help users and internal teams with technical issues, fixing and resolving problems quickly. This role is essential for keeping customers happy and ensuring our business applications work without interruptions.
Responsibilities:

• Provide technical support and assistance to end-users.
• Lead and mentor a team of application support engineers, ensuring timely resolution of issues and adherence to SLAs.
• Debug code and identify the root cause of problems.
• Develop and implement solutions to technical problems.
• Diagnose and solve application problems and system outages.
• Work with development teams to address and resolve complex technical issues.
• Perform root cause analysis to address recurring technical problems.
• Monitor application performance and implement proactive measures to optimize performance.
• Document support processes and procedures thoroughly.
• Contribute to continuous improvement initiatives for application support processes.
• Engage in team discussions about ongoing issues and potential improvements.
• Replicate technical issues and collaborate with engineers to find solutions or workarounds.
• Effectively prioritize and communicate customer issues and company projects to management.

Qualifications:

• Minimum 8+ years of work experience as an Application Support Engineer or in a similar role.
• At least 3+ years of experience in Ruby on Rails or Python.
• At least 3+ years of experience in MySQL / MongoDB.
• A strong understanding of application architecture and infrastructure is required.
• Excellent troubleshooting and problem-solving skills are essential.
• Ability to prioritize and manage multiple open issues simultaneously.
• Familiarity with monitoring tools for application performance and system health.
• Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals.
• Research, reproduce, and lead support case resolution efforts for product and technical issues.
• Familiarity with cloud platforms such as AWS or Google Cloud Platform.
• Proficient understanding of code versioning tools, such as Git, BitBucket.
• Good understanding and working knowledge of web concepts like REST, JSON, HTTP, API, JS.
• Extensive knowledge of responsive design using a media query, Bootstrap, Ajax, and RESTful web services.
• Strong analytical, problem-solving, organizational, and detail-oriented skills.
• Strong verbal and written communication skills.

About Us
We believe that experience is everything. Experience.com has built the most impactful Experience Management Platform (XMP) available anywhere, with features to drive operational and behavioral change, in real-time, during the moments that matter. XMP delivers impactful business outcomes including increased customer satisfaction, brand loyalty, online reputation and visibility, as well as improved employee engagement, and compliance - making every experience matter more.
Founded in 2015 and originally founded as SocialSurvey, Experience.com is headquartered in San Ramon, California and backed by SavantGrowth (fka Kennet Partners), Silicon Valley Data Capital, Tri-Valley Ventures, and Wilson Sonsini Goodrich & Rosati.
Indian Registered name: Buyers Road India Private Limited
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