Production Support Engineer

HEXAWARE•United States,

About The Position

The Production Support Engineer provides Tier III technical support for complex applications and systems. The role identifies, troubleshoots, and resolves application issues reported by internal and external users, develops software fixes and enhancements, and supports end users with systems administration, access management, documentation, and training. It also monitors application performance, analyzes logs and user feedback, collaborates with technical teams and stakeholders to resolve production issues, and contributes to improved application stability and support processes.

Requirements

Bachelor's degree in Computer Programming, Information Technology, Computer Science, or equivalent training and experience.
5–7 years of experience providing application support, technical support, or systems administration services.
Strong troubleshooting and problem-solving skills, including the ability to diagnose and resolve complex technical issues.
Experience supporting enterprise applications and end-user computing environments.
Excellent verbal and written communication skills.
Strong customer service and interpersonal skills.
Ability to work independently, prioritize tasks, and manage time effectively.
Experience documenting technical processes, procedures, and training materials.
Knowledge of user access management, application support processes, and incident management practices.
Ability to interact effectively with cross-functional teams and stakeholders at all levels.
Experience supporting customers through multiple communication channels, including phone, email, and chat.
Strong analytical skills and ability to identify process improvement and system enhancement opportunities.

Responsibilities

Provide Tier III support for complex applications and systems, resolving technical issues and service requests in a timely manner.
Analyze, troubleshoot, and resolve application errors reported by internal and external users.
Develop and implement software solutions, fixes, and enhancements to address recurring issues.
Provision and manage user access in accordance with security policies and procedures.
Address security-related issues, including user ID management, password resets, and access control requests.
Log, track, and manage support interactions through ticketing systems, maintaining accurate documentation and timely updates.
Escalate unresolved issues to appropriate technical teams and monitor them through resolution.
Follow up with stakeholders and users regarding escalated incidents and service requests.
Provide customer technical assistance by phone, email, web chat, and other support channels.
Perform emergency system setup, configuration, and user onboarding as required.
Create, maintain, and update training documentation, user guides, and knowledge base articles.
Conduct end-user training and provide guidance on routine system operations and best practices.
Monitor applications and systems for errors, defects, performance issues, and enhancement opportunities.
Analyze system logs, performance metrics, and user feedback to identify trends and recommend improvements.
Collaborate with developers, infrastructure teams, and business stakeholders to resolve complex technical problems.
Participate in production troubleshooting and ongoing application maintenance activities.
Follow support processes, service level agreements (SLAs), and organizational standards.
Identify opportunities to improve support processes and system reliability.
Communicate issue status, resolutions, and recommendations to technical and non-technical audiences.
Support operational excellence through proactive monitoring, documentation updates, and knowledge sharing.