Application Support Engineer

Job Overview: We are seeking a client-focused and analytically strong Application Support Engineer to ensure the smooth functioning, user adoption, and issue resolution of our TMS software Quantum Beacon. This role combines client interaction with technical investigation, requiring a balance of functional knowledge, product expertise, and clear communication to address user queries, support ongoing operations, and contribute to continuous product improvement. Key Responsibilities: Issue Management & Ticketing  Acknowledge and log user queries received via phone, email, or support portal.  Create, categorize, and prioritize support tickets appropriately.  Monitor the full lifecycle of tickets, ensuring timely resolution within agreed SLAs.  Escalate unresolved or critical issues to appropriate internal teams. Troubleshooting & Root Cause Analysis  Diagnose and replicate reported issues in test environments.  Analyze system behavior, logs, and data to identify root causes.  Coordinate with product, development, and QA teams to confirm and resolve issues. Client & Stakeholder Communication  Act as the primary contact for assigned client issues and feature requests.  Provide regular updates and maintain transparent communication with both internal and external stakeholders.  Clearly articulate timelines, dependencies, and any additional effort or cost implications. Training & Onboarding  Support onboarding of new users by setting up accounts and conducting training.  Deliver ongoing training sessions to enhance product adoption and user competence.  Help users understand product features, workflows, and calculations relevant to their roles. Documentation & Knowledge Management  Document issues, resolutions, FAQs, and best practices for internal knowledge sharing.  Prepare and maintain business requirement documents (BRDs), user manuals, and support records.  Maintain audit-ready documentation and provide evidence during internal or external reviews. Product & Change Request Support  Capture enhancement requests or change requirements based on user feedback.  Collaborate with internal teams to scope and plan new features.  Track and communicate progress of approved changes to clients. Infrastructure & Installation Support  Assist clients with software installation, configuration, and infrastructure-related queries.  Coordinate with internal tech teams to resolve environment-specific issues. Required Qualifications/Skills 1. Bachelor's degree (B.E, B.tech, BSc IT, BCA, B.Com or above) with 0-2 years of work experience as Application support 2. Basic documentation/presentation 3. Good communication and interpersonal skills 4. Analytical thinking and problem-solving capability 5. Good Excel knowledge Desired Qualifications Previous experience working in the Software Services domain, preferably for BFSI sector Skills:- RCA