Application Support Engineer

Job Description Position: Application Support Engineer Experience: 3-4 Yrs Job Location: Pune Work Mode: Hybrid Employment Type: Full Time Role Job Description: Monitor the health, availability, and performance of mobile applications (Android & iOS) to ensure high uptime and a seamless customer experience. Investigate, troubleshoot, and resolve production issues by analyzing application logs, API responses, and backend services. Coordinate with cross-functional teams including Development, QA, Product, Backend, Infrastructure, and third-party vendors for issue resolution. Perform root cause analysis (RCA) for production incidents and implement preventive measures. Monitor API performance, identify failures, and track service-level KPIs using monitoring and logging tools. Validate new application releases, OTA deployments, and backend RFCs to ensure production stability. Analyze customer feedback from app stores, CRM platforms, and monitoring dashboards to identify recurring issues and improvement opportunities. Manage incident communication, stakeholder updates, and post-incident reporting. Create and maintain operational dashboards, SOPs, knowledge base articles, and monitoring alerts. Participate in release planning, change management, and production deployment activities while ensuring minimal customer impact. Drive continuous improvement initiatives through automation, monitoring enhancements, and proactive issue detection. Key Skills Mobile Application Monitoring (Android & iOS) Production Support & Incident Management API Analysis & Troubleshooting (REST APIs) Log Analysis (Kibana) Agile & ITIL Processes Root Cause Analysis (RCA) Performance Monitoring Stakeholder Management Jira, ServiceNow, Confluence Google Play Console & App Store Connect Release & Change Management Preferred Experience 2–5 years of experience in Telecom, or Mobile Application Support. Experience supporting customer-facing mobile applications in a production environment. Knowledge of monitoring tools, API gateways, cloud platforms, and mobile application release processes is an advantage.