Application Support Engineer - W2 only

Role Description :

As an Application Support Engineer, you will manage and oversee the support operations for critical business applications. This role combines technical expertise with leadership, ensuring timely resolution of incidents, continuous improvement of support processes, and high customer satisfaction. You will lead a team of support analysts, coordinate with development and operations teams, and drive process enhancements to deliver reliable and efficient support services.

Must have skill set:

Proven experience in technical support leadership, including team management. Strong problem-solving and analytical skills for diagnosing and resolving complex issues. Excellent communication and interpersonal abilities for managing escalations and stakeholder relationships. Customer-focused mindset with commitment to service excellence. Proficiency with support tools and ticketing systems (ServiceNow, Jira Service Desk, Zendesk). Experience with incident, problem, and change management processes. Ability to identify and implement process improvements. Experience mentoring, training, and developing support staff. Skilled in incident and escalation management. Expertise in defining, tracking, and reporting on support KPIs. Familiarity with ITIL or similar frameworks, Adaptability and stress management in high-pressure environments Nice to have skills : Experience supporting cloud-based or SaaS applications. Exposure to automation and self-service support tools . Experience in a multi-vendor or global support environment