Support Engineer

Role Overview

We are looking for a proactive and detail-oriented L1 Application Support Engineer to manage and support business-critical applications including POS (Point of Sale), OMS (Order Management System), and ERP systems.

The role involves handling Level 1 incidents, performing initial troubleshooting, ensuring timely resolution or escalation, and coordinating with internal and external Level 2 teams.

Key Responsibilities

• Provide Level 1 support for POS, OMS, ERP, and related business applications
• Monitor application alerts, logs, and incident queues to ensure system availability
• Perform initial diagnosis, troubleshooting, and resolution of incidents within defined SLAs
• Log, track, and manage incidents through ticketing systems
• Escalate complex issues to L2/internal teams or external vendors with proper analysis and documentation
• Coordinate with cross-functional teams to ensure quick resolution of issues
• Validate data and troubleshoot issues related to integrations between systems (POS OMS ERP)
• Perform basic database queries for troubleshooting (read/update where applicable)
• Support daily operational activities, including monitoring batch jobs, data sync, and interfaces
• Communicate effectively with business users on issue status, resolution timelines, and workarounds
• Maintain documentation for common issues, SOPs, and knowledge base articles

Required Skills & Qualifications

Technical Skills

• Basic to intermediate understanding of:
• Databases (SQL queries, data validation, troubleshooting)
• System integrations (APIs, file-based, middleware)
• Web applications (basic understanding of frontend/backend flow, logs)
• Familiarity with:
• POS, OMS, or ERP systems (any platform experience is acceptable)
• Ticketing tools like ServiceNow, Jira, or similar
• Log analysis and monitoring tools

Core Competencies

• Strong analytical and problem-solving skills
• Excellent communication skills (written and verbal)
• Ability to triage issues effectively and prioritize based on business impact
• Good coordination skills to work with internal teams and external vendors
• Customer-focused mindset with a sense of ownership

Preferred Qualifications

• Experience in retail domain or supporting retail applications
• Exposure to integration troubleshooting and data reconciliation
• Basic understanding of cloud environments or SaaS applications

Key Performance Indicators (KPIs)

• Incident response and resolution time (SLA adherence)
• First-level resolution rate
• Quality of incident documentation and escalation
• User satisfaction and communication effectiveness

Why Join Us

• Opportunity to work on critical retail systems (POS, OMS, ERP)
• Exposure to global IT operations and integrations ecosystem
• Collaborative environment with growth into L2/L3 roles
• Immediate joiner.