Job Summary
Position Overview
We are looking for an energetic and detail‑oriented Application Support Engineer (L1 + L2) to support enterprise COTS and SaaS platform maintenance in an SRE‑driven operating model. This role combines first‑line and second‑line support, including incident troubleshooting, configuration management, application‑aware tasks, stability checks, and ongoing optimization activities.
The ideal candidate will help ensure application stability, performance, and continuous improvement while supporting Vertex, Hyperion, Planview, Qualtrics, and other SaaS‑based solutions.
This is an excellent role for freshers or early‑career engineers eager to grow into SRE, SaaS DevOps, or advanced application engineering roles.
Key Responsibilities
Key Responsibilities
1. Incident & Service Request Handling (L1 + L2 Scope)
Monitor workflow failures, access issues, integration alerts, and application dashboards; acknowledge and respond within defined SLAs/SLOs.
Perform initial troubleshooting using system logs, job execution results, configuration checks, and vendor‑specific runbooks.
Restore services by executing recommended actions (workflow reruns, configuration corrections, cache refreshes, scheduled job restarts).
Escalate complex issues to senior engineers, product teams, or vendor support with clear documentation.
Maintain accurate incident notes, timelines, and resolution steps.
2. Application Source Code & Content Operations
Support parameter updates, permission changes, workflow updates, and configuration adjustments across COTS and SaaS applications.
Assist in solution deployments during release windows, including pre‑checks, validations, and rollback support.
Maintain Hyperion artifacts, Planview configurations, Qualtrics content, and application components within version‑controlled repositories.
Execute tasks to keep application components current, optimized, and stable.
3. Application Stability & Daily Operational Checks
Perform scheduled health checks, workflow monitoring, integration validations, and log analysis.
Ensure smooth functioning of Vertex tax processes, Hyperion planning modules, Planview portfolio operations, and Qualtrics surveys/workflows.
Validate records, capacity thresholds, scheduled jobs, backups, and overall service health metrics.
4. SRE‑Conscious Operations & Automation Participation
Follow SRE practices such as runbook execution, error‑budget awareness, and RCA discipline.
Identify recurring issues and propose automation or runbook improvements.
Contribute to Knowledge Base (KB) articles and troubleshooting guides.
Support continuous improvement initiatives across reliability, observability, and operational efficiency.
5. Tools & Platforms Exposure
Enterprise Tools: COTS systems, Vertex tax solutions, Hyperion financial tools, Planview project/portfolio modules, Qualtrics survey and workflow systems – troubleshooting workflows, integrations, and configurations.
Utilities: SaaS admin consoles, vendor dashboards, analytics tools, and collaboration platforms such as Confluence.
Change Management: Git, Azure Repos, or equivalent version‑control tools.
Monitoring Tools: SaaS platform dashboards, job monitors, integration viewers, and application‑level health pages.
Freeware/Open‑source tools: Git (documentation), Postman/Notepad++ (auxiliary), curl/OpenSSL for API simulations.
Skill Requirements
Mandatory Requirements
0–2 years of experience in application support, production support, or software maintenance.
Basic understanding of:
COTS systems and SaaS application behaviors
Vertex workflows, Hyperion modules, and Planview processes
SQL basics – ability to run simple SELECT queries
Qualtrics forms, surveys, workflows, and data structures
Workflow reruns, configuration checks, and integration failure investigation
Familiarity with SaaS admin tools, monitoring dashboards, and versioning utilities.
Strong analytical and troubleshooting mindset.
Willingness to work in rotational shifts and learn rapidly.
Good to Have
Exposure to Hyperion or Planview admin tools, Vertex configuration modules, or Qualtrics dashboards.
Knowledge of scripting (PowerShell/Python) for automation tasks.
Understanding of solution optimization, workflow performance basics, and data indexing.
Awareness of ITIL processes (Incident, Change, Problem).
Basic understanding of integrations and log/dump analysis.
Soft Skills
Strong communication and documentation skills.
Ability to think logically and solve problems under pressure.
Proactive learning attitude and adaptability.
Team player with a customer‑first mindset.
Key Performance Indicators (KPIs)
Incident response & resolution speed (MTTA/MTTR).
Ticket quality and adherence to SLAs.
Accuracy and completeness of documentation and runbooks.
Contribution to stability improvements and SLO adherence.
Participation in automation and process optimization efforts."