Application Support Engineer

About Bridgenext

Bridgenext is a leader in digital consulting services, dedicated to helping clients achieve their digital goals by creating impactful digital products, experiences, and solutions centered on real user needs. Our global consulting and delivery teams drive strategic digital initiatives through engineering, automation, data solutions, and infrastructure upgrades, while enhancing brands via digital experience, creative content, and customer analytics services. At Bridgenext, employees are empowered to thrive with autonomy and resources in a flexible and inclusive work environment.

Responsibilities

• Analyze issues initially, simulate in test environments, and review error logs to pinpoint root causes.
• Provide functional support to end-users by resolving software problems, addressing questions, and troubleshooting.
• Ensure the stability, reliability, and availability of software applications through continuous monitoring.
• Collaborate with various teams to identify and fix software bugs and system faults.
• Conduct comprehensive testing and quality checks of applications.
• Develop and maintain documentation covering support procedures, system settings, and resolution steps for knowledge sharing.
• Train end-users on application operation and offer ongoing assistance and guidance.
• Support application deployment activities and post-launch support phases.
• Evaluate and enhance support processes (SOPs) by identifying improvements and adopting best practices to boost efficiency.
• Adhere to Service Level Agreements (SLAs) by tracking response and resolution times, monitoring metrics, and taking corrective actions as needed.
• Handle application incidents by troubleshooting, analyzing root causes, escalating appropriately, and minimizing operational disruptions.
• Spot opportunities for process improvements in support functions and proactively implement changes to elevate efficiency and user satisfaction.

Requirements

• Possess 1 to 8 years of relevant experience.
• Capable of working in rotating shifts covering 24/7 support.
• Willingness to work onsite at the office.
• Hold at least a bachelor's degree or equivalent experience in a pertinent field.
• Experience in application support, ideally within SaaS platforms.
• Preferably have logistics domain knowledge and experience supporting international clients.
• Strong verbal and written communication skills for effective collaboration with clients, teams, and senior management.
• Able to manage multiple priorities in a dynamic, high-paced environment.
• Proficient in incident management, troubleshooting, and root cause assessment.
• Familiar with support management and reporting tools.
• Flexible for shift work and after-hours support commitments.
• Knowledge of ITIL framework and its use in support operations is an advantage.