Support Engineer - Software Support

• Provide *first-line and second-line application support* to users of company software.
• Receive, investigate, and resolve software-related issues reported by users.
• Troubleshoot application errors, functional issues, data-related problems, and system connectivity issues.
• Analyze user-reported problems and identify the root cause where possible.
• Assist users in understanding and correctly operating application features and workflows.
• Support software users in brokerage and capital market-related operational activities.
• Monitor reported issues and ensure timely follow-up and resolution.
• Reproduce reported issues and provide detailed information to the development/technical team when escalation is required.
• Coordinate with the development and technical teams to resolve application defects and support issues.
• Perform basic database queries and data verification when required for troubleshooting.
• Assist with software deployment, configuration, updates, and post-deployment support activities.
• Maintain proper documentation of recurring issues, solutions, troubleshooting procedures, and user support activities.
• Gather user feedback and report recurring issues or improvement requirements to the concerned team.
• Provide support during software releases, system updates, and operational activities.
• Perform other software-support-related responsibilities as assigned by Management.

REQUIRED QUALIFICATIONS:

• Good understanding of *software applications and troubleshooting processes*.
• Working knowledge of *SQL and relational databases* such as SQL Server or MySQL.
• Basic understanding of software application architecture and client-server systems.
• Good understanding of *software support and incident-resolution processes*.
• Knowledge of *brokerage business operations and capital market applications* will be an advantage.
• Strong analytical and problem-solving skills.
• Ability to diagnose technical issues logically and systematically.
• Good communication skills with the ability to communicate effectively with both technical and non-technical users.
• Ability to work under pressure and handle multiple support issues based on priority.
• Willingness to learn new software applications, business processes, and technologies.