Application Support Engineer

Responsibilities

• Serve as an escalation point for complex functional, data, and workflow-related issues beyond Tier 1 support.
• Perform in-depth business analysis to understand expected system behavior, client workflows, and downstream impacts.
• Use advanced SQL skills to investigate data discrepancies, validate calculations, and support root-cause analysis.
• Partner with internal partners, clients and/or data submitters to troubleshoot, document recommended fixes and/or requirements for review by PO, and/or validate expected outcomes.
• Act as the highest level of escalation for issues requiring code-level investigation and remediation recommendations.
• Debug and document production issues for resolution/implementation by Engineering.
• Recommend longer-term fixes/solutions, as appropriate.
• May identify and make recommendations to address time-sensitive performance issues and/or stability concerns negatively impacting production performance for evaluation/review by PO.
• Serve as a key North America partner to Pune, supporting escalation and collaboration and ensuring highly responsive, effective troubleshooting and issue resolution.
• Emphasize on collaboration with Product Owners to schedule fixes and agreed-upon enhancements.
• Participate in occasional early-hour and/or after-hours support for time-sensitive issue resolution.
• Document findings and contribute to continuous improvement efforts.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Business Analytics, or equivalent experience.
• 5+ years of experience in application support, software engineering, or a similar hybrid role.
• Strong SQL and data understanding, including the ability to analyze queries, validate data, and understand data flows and transformations across systems.
• Prior proven experience supporting complex data solutions specifically, including solutions with no front-end applications.
• Basic understanding of CRM/MDM principles and structures.
• A curious mindset and ability to understand agribusiness workflows and the business context behind reported issues.
• A collaborative approach, especially during ramp up, to work closely with key NA and Pune partners during triage and root cause analysis.
• Excellent written and verbal communication skills, including the ability to facilitate investigative discussions and translate complex topics in a way that both technical and non-technical stakeholders can understand.
• The ability to manage multiple time-sensitive priorities concurrently and to inspire a calm approach to resolving escalated situations.

Qualifications (Highly Desirable – Ideal Candidate)

• Strong debugging and troubleshooting skills to investigate issues across UI, APIs, databases, and integrations.
• Working knowledge of .NET MVC and Web APIs to effectively support application workflows and service-level issues.
• Source control awareness, with the ability to identify recent changes from CI/CD pipelines or repositories during investigations to pinpoint potential regressions.
• Experience with SAP, Salesforce, and/or other ERP and CRM application integrations.
• A strong understanding of Agile/Scrum methodologies and experience leading via influence across cross-functional delivery teams.
• Certification in Lean, Six Sigma or other quality/continuous improvement frameworks, and/or Agile methodologies.
• The ability to read, understand, and debug issues at a high level in SSIS or SSRS.