Support Engineer L0 (Java)

Support Engineer Customer & Application Support

Experience: 3+ Years

Role: Customer Support / Application Support

Work Schedule: Standard business hours; occasional weekend and after-hours support, including bank holidays

Job Summary

We are looking for a Support Engineer experienced in customer support, application troubleshooting, system performance, and issue resolution. The role involves root cause analysis, customer escalations, data validation, SLA adherence, and coordination with operations, deployment, and technical teams to ensure system stability and minimal service disruption.

Key Responsibilities

• Handle customer issues and act as the first point of contact for issue escalations.
• Perform troubleshooting, root cause analysis, and problem management.
• Ensure SLA adherence and maintain accurate support processes and runbooks.
• Communicate issue status, resolution plans, and reports to customers.
• Diagnose data-related issues using SQL queries and validation techniques.
• Monitor application performance, stability, release quality, and recurring issues.
• Support and mentor team members and help maintain support KPIs.
• Coordinate with customer support, operations, deployment, and internal technical teams.
• Provide out-of-hours support during weekends and bank holidays when required.
• Conduct trend analysis to identify gaps and proactively improve customer solutions.

Required Skills

• 3+ years of experience in technical system support and troubleshooting.
• Strong customer communication and stakeholder management skills.
• Strong SQL skills, including advanced queries and data validation.
• Experience with root cause analysis, issue resolution, and system performance.
• Good analytical, problem-solving, decision-making, and prioritization skills.
• Understanding of software maintenance and release lifecycles.
• Proficiency in written and spoken English.

Technical Skills

• Java/JEE: JSP, JDBC, JNDI
• Application Servers: WebSphere, WebLogic, Tomcat, JBoss
• Databases: DB2, Oracle, SQL Server
• AWS: CloudFormation, EC2, S3, EMR, ECS, ECR, CodeDeploy, Auto Scaling, CloudWatch
• Tools: Apache Ant, Maven, JUnit, Eclipse, Subversion, Jenkins
• Integration: SOAP, REST, WS-* standards