Support Engineer

THE OPPORTUNITY

• Provide technical product support for customer-reported incidents and service requests.

• Investigate application errors, unexpected behaviour, performance issues, and functional failures reported by customers. 

• Troubleshoot issues related to data processing, adapters, scheduled jobs, reports, search functionality, and application workflows. 

• Review application logs, Java stack traces, server logs, and Oracle database findings to identify the cause of reported issues. 

• Analyze Oracle SQL queries, database objects, indexes, locks, blocking sessions, and data-related problems. 

• Investigate issues involving Java code, custom scripts, business logic, and customer-specific configurations. 

• Reproduce reported issues in internal or customer non-production environments when possible. 

• Determine whether an issue is caused by the application, database, customization, configuration, environment, or customer data. 

• Provide customers with clear investigation updates, workarounds, resolutions, and validation steps. 

• Escalate confirmed software defects to Product Engineering with relevant logs, screenshots, technical findings, and reproducible steps. 

• Collaborate with Cloud Operations and database teams on application-server, database, infrastructure, deployment, and performance-related issues. 

• Support application restarts, service recovery, patches, fixes, and post-deployment validation when required. 

• Prepare Root Cause Analysis reports, Knowledge Articles, and internal troubleshooting documentation. 

• Monitor assigned cases and ensure timely acknowledgement, investigation, communication, and resolution within applicable service-level targets. 

• Participate in priority-incident troubleshooting calls and coordinate with internal teams until service is restored. 

• Work Schedule: EMEA Support Hours 

  The candidate must be willing to work in a shift aligned with European business hours and participate in weekend or on-call support rotations when required. 

THE SKILL SET

Required Technical Skills 

• 2–4 years of experience in product support, application support, technical support, or enterprise software troubleshooting. 

• Good knowledge of Java, Java EE/J2EE, JDBC, and Java-based enterprise applications. 

• Strong working knowledge of Oracle Database and SQL. 

• Ability to analyse complex SQL queries and investigate database-performance issues. 

• Experience reviewing Java stack traces, application logs, server logs, and database logs. 

• Understanding of application servers and web servers such as Apache Tomcat, WebLogic, JBoss, Apache HTTP Server, or Nginx. 

• Working knowledge of Linux or Unix commands and server-level troubleshooting. 

• Experience supporting scheduled jobs, adapters, batch-processing, data imports, data exports, and enterprise reporting. 

• Basic understanding of REST and SOAP web services, XML, JSON, HTTPS, authentication, and connectivity. 

• Understanding of database indexes, locks, blocking sessions, execution plans, and query performance. 

• Experience using case-management, engineering, documentation, and monitoring tools such as Salesforce Service Cloud, Jira, Confluence, Grafana, Graylog, Splunk, or similar platforms. 

Preferred Qualifications 

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related technical discipline. 

• Experience supporting complex enterprise applications involving large-volume data processing, reporting, analytics, or scheduled jobs. 

• Experience troubleshooting customer-specific configurations, scripts, extensions, and custom code. 

• Familiarity with cloud-hosted and customer-managed enterprise environments. 

• Exposure to AWS or other cloud platforms. 

• Understanding of ITIL-based incident, problem, change, and knowledge-management practices. 

• Experience working with globally distributed Support, Engineering, Cloud Operations, and Database teams. 

Communication and Customer-Service Skills 

• Excellent verbal and written communication skills in English. 

• Ability to explain technical findings clearly to technical and non-technical stakeholders. 

• Strong customer-service mindset with end-to-end ownership of assigned cases. 

• Ability to prepare clear case updates, technical summaries, Root Cause Analysis reports, and Knowledge Articles. 

• Confidence in participating in customer-facing troubleshooting calls. 

• Ability to remain composed and organized during critical customer-impacting incidents. 

• Ability to manage customer expectations through timely, accurate, and professional communicatio

THE BENEFITS

Professional growth and Development opportunities.
Working within a team of friendly, skilled people where help is always within reach
Flexible working hours
4 recharge days, where the entire company goes on a brief pause in all geographies for 1 day each quarter. This day can be spent in whatever way helps you recharge, to regain energy, and dive back into the next workday
High-end laptop (Windows or Mac)
Competitive pay and bonus
18 vacation days in a year in addition to 15 days Sick Leave/ Casual leave per calendar year.
16 hours of paid volunteer time off per year
Wedding gift and newborn gift allowance for employees.
26 weeks of paid maternity leave and one week of paid paternity leave.
12 wellness leaves for women employees
Health Insurance of up to 7 lacs for self, spouse, 4 dependent children, and parents. 100% of the premium is paid by Vendavo and it covers the employee, spouse, children, and their parents.
Group Term Insurance coverage up to three times of their Annual CTC . Dependents are not covered.
Group Personal Accident coverage up to three times of Annual CTC. Dependents are not covered.
Provident fund contributions