QA / Application Support Engineer

We are looking for an Application Support Engineer responsible for supporting, maintaining, troubleshooting, and monitoring business applications deployed on IIS and SQL Server environments.

The role involves providing L1/L2 application support, troubleshooting application and database issues, handling IIS configuration and deployments, monitoring application health, and providing remote technical support to customers.

Key Responsibilities

Application Support

• Provide L1/L2 support for business applications.

• Troubleshoot application errors, performance issues, and functional problems.

• Analyze application logs and identify root causes.

• Coordinate with development teams for application bugs and fixes.

• Monitor application availability and performance.

• Handle incidents, service requests, and production issues within defined SLAs.

• Perform application deployment and configuration changes in production environments.

• Prepare incident reports and maintain support documentation.

IIS Support

• Install, configure, and maintain applications hosted on Microsoft IIS.

• Create and manage IIS websites, applications, and application pools.

• Configure bindings, ports, HTTPS/SSL certificates, and authentication.

• Troubleshoot IIS errors such as 404, 500, 502, 503, etc.

• Monitor application pools and IIS services.

• Perform IIS application restarts and configuration changes.

• Troubleshoot URL Rewrite and web.config-related issues.

• Assist with SSL certificate installation and renewal.

SQL Server / Database Support

• Perform basic to intermediate SQL Server troubleshooting.

• Write and execute SQL queries for application support and issue investigation.

• Troubleshoot stored procedures, views, triggers, and database-related errors.

• Monitor database connectivity and application-to-database communication.

• Perform data validation and investigate data-related issues.

• Support database backup/restore activities as required.

• Analyze SQL errors, blocking, deadlocks, and performance issues.

• Coordinate with DBA/development teams for complex database issues.

Remote Customer Support

• Provide technical support to customers remotely through phone, email, VPN, remote desktop, or other support tools.

• Understand customer-reported issues and perform initial troubleshooting.

• Guide customers through application-related solutions.

• Collect logs, screenshots, error messages, and other required information.

• Coordinate with internal teams until the issue is resolved.

• Maintain professional communication with customers.

• Provide regular updates on open incidents and ensure timely closure.

Production Support

• Monitor production applications and services.

• Troubleshoot production incidents on priority.

• Perform application/service restarts when required.

• Coordinate production deployments and releases.

• Follow change-management and incident-management processes.

• Ensure minimum downtime and quick restoration of services.

• Maintain deployment and troubleshooting documentation.

Required Technical Skills

• Microsoft IIS

• Windows Server

• SQL Server / T-SQL

• Stored Procedures, Views and Triggers

• Basic database troubleshooting

• Application log analysis

• HTTP/HTTPS and SSL certificates

• Web.config and IIS configuration

• Basic networking concepts – IP, DNS, ports, firewall

• Remote Desktop / Remote Support tools

• Windows Services

• Basic PowerShell / Batch scripting is an advantage

• Basic knowledge of APIs/REST services is an advantage

Soft Skills

• Strong troubleshooting and analytical skills.

• Good verbal and written communication.

• Customer-oriented approach.

• Ability to work under production pressure.

• Good incident and problem-solving skills.

• Ability to coordinate with development, DBA, infrastructure, and customer teams.

• Willingness to provide remote/production support when required.

Qualification

• Bachelor's degree in Computer Science, IT, Engineering, or a related field.

• Relevant experience in application/production support will be preferred.

Key Performance Areas

• Application availability and stability

• Incident resolution time

• SLA compliance

• Production issue resolution

• Customer satisfaction

• Successful application deployments

• Effective root-cause analysis

• Reduction of recurring application issues

• It is a Full Time IT / Software / Data Analyst job for candidates with 1 - 2 years of experience.