Application Support Engineer

Foxconn-PCE Technology•Santa Clara, CA

3d•$100,000 - $120,000•Onsite

About The Position

The Application Support Engineer is responsible for managing the day-to-day support and performance of business applications to ensure system stability, reliability, and operational efficiency. This role oversees advanced problem resolution, partners with users and cross-functional IT teams to address complex system issues and works closely with Global Support Teams to support enterprise applications and deliver high-quality IT services aligned with business objectives.

Requirements

Minimum of 3 years of experience in application support, IT support, Service Desk, or a related technical support role in an enterprise environment.
Experience in troubleshooting and resolving complex IT issues, including software, hardware, network, and application-related problems.
Experience with ticketing platforms and SQL platforms

Responsibilities

Lead and coordinate the First- and Second-Level Application Support teams by managing shift coverage, assigning workloads, monitoring team performance, and collaborating with Database Administrators (DBAs) and other technical teams to ensure timely and effective issue resolution.
Monitor and manage the complete incident lifecycle by ensuring incidents are accurately logged, classified, prioritized, assigned, investigated, resolved, and closed in accordance with established IT service management (ITSM) processes.
Ensure compliance with Service Level Agreements (SLAs) by monitoring key support metrics, including response time, resolution time, system availability, and customer satisfaction, while identifying opportunities to improve service performance.
Analyze incident trends, recurring issues, and root causes to identify systemic problems, implement corrective and preventive actions, and recommend long-term solutions that improve application stability and reduce future incidents.
Ensure accurate and complete documentation of incidents, troubleshooting procedures, and resolutions within the ticketing system, while maintaining knowledge base articles and technical documentation to improve operational efficiency and knowledge sharing.
Identify and implement improvements to support processes, tools, and workflows by evaluating current operations, recommending automation opportunities, streamlining support procedures, and driving continuous service improvement initiatives.
Ensure the team provides effective SQL support and production application assistance by troubleshooting database-related issues, performing basic SQL queries, supporting business-critical applications, and working closely with development and database teams to resolve production issues.
Manage escalations to third-level support teams by coordinating with application developers, infrastructure teams, vendors, and other technical specialists to ensure timely resolution of complex issues while maintaining clear communication with stakeholders.
Provide on-site support for critical or high-impact operational incidents by leading troubleshooting efforts, coordinating cross-functional response teams, restoring application services as quickly as possible, and minimizing business disruption.
Train, mentor, and develop Application Support personnel by providing technical coaching, facilitating knowledge transfer, promoting IT service management best practices, and fostering a culture of service excellence, continuous learning, and continuous improvement.