Senior Engineer - Application Support Job in Gurgaon at GreyOrange

GreyOrange is hiring for the role of Senior Engineer- Application Support!

Responsibilties of the Candidate:

• Lead complex or high-severity troubleshooting and incident resolutions by collaborating with customers and internal teams
• Demonstrate exceptional customer service
• Foster close working relationships with business partners to identify pain points and provide better services
• Communicate updates to key stakeholders in accordance with SLAs
• Test and coordinate modifications to the app when needed, and troubleshoot problems as they occur
• Participate in an on-call and/or escalation rotation.
• Triage and thoroughly identify and document root causes
• Act as a liaison between business partners and engineering teams
• Perform QA functions for issue resolution from support calls or during production deployment as needed
• Collaborate and work directly with engineering teams
• Create datasets to analyze and recreate issues reported by customers.
• Identify system improvement opportunities by tracking service requests or recurring issues and making recommendations for potential solutions

Requirements:

• Over 3-5 years of experience in a similar technical role, such as Solutions Engineer, Field Application Engineer, or Technical Consultant
• Solid understanding of ITIL process guidelines for incident, service request, and problem management
• Experience using ITSM tools such as Zendesk, ServiceNow, etc.
• Strong proficiency in Java and scripting languages (e.g., Python, React)
• Experience with SQL and NoSQL systems (preferably MongoDB)
• Proficient in REST APIs and GraphQL API design and development
• Knowledgeable in mobile app development and its ecosystem
• Exposure to Linux/Unix-based systems and basic shell scripting
• Familiarity with healthy DevOps processes and practices (Docker, Kubernetes, CI/CD, etc.)
• Understanding of Google Cloud Platform is preferred
• Excellent written and verbal communication skills
• Retail/Store Operations background is a plus