Job Description

Key Responsibilities:

  • Serve as the first point of contact (Level 1) for application-related queries and technical support issues via email, chat, ticketing systems, or phone.
  • Monitor application health, performance, and scheduled jobs to proactively detect issues.
  • Troubleshoot user-reported problems and document solutions and workarounds.
  • Escalate complex incidents or bugs to L2/L3 support or development teams, ensuring proper documentation.
  • Maintain detailed logs of incidents, resolutions, and follow-ups using a ticketing system (e.g., ServiceNow, JIRA, Zendesk).
  • Perform routine maintenance tasks, data validation checks, and access/user account management.
  • Collaborate with internal teams such as DevOps, QA, and developers to ensure quick resolution.
  • Assist in software rollouts, testing, and configuration for end users.
  • Create and maintain knowledge base ar...

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