Software Support Engineer

Key Responsibilities:

1. Incident Management

• Analyze, diagnose, and resolve incidents escalated from L2 support.
• Identify root causes, provide workarounds or permanent solutions, and update knowledge base.
• Respond promptly to P1 incidents, including after-hours support if required.
• Maintain communication with end-users regarding progress and resolution.

2. Problem Management

• Investigate and identify root causes of recurring issues.
• Implement corrective and preventive actions, and verify their effectiveness.
• Document problem analysis, solutions, and recommendations for continuous improvement.

3. Change Management

• Analyze change requests and determine feasibility, dependencies, and time requirements.
• Translate requirements into technical instructions and code, following best practices.
• Perform coding, unit testing, and documentation for approved changes...