Support Engineer

The Support Engineer will provide high-quality, in-depth technical support to internal and external users of production systems. Responsibilities include understanding and meeting SLAs, managing various severity levels and service requests, and ensuring timely delivery through regular follow-ups with stakeholders. The role requires conducting end-to-end analysis of high-impacting incidents to determine root causes and tracking solutions. Documenting knowledge base articles for critical processes and functionalities, tracking workarounds, and maintaining application end-to-end flow documentation are key duties. The engineer will also track and maintain runbooks for support processes, develop automated technical solutions to optimize processes, and proactively enhance the system. Identifying and escalating urgent issues, participating in incident and problem management, and providing rotational weekend guard support and follow-the-sun support are also part of the role. Maintaining support documentation, including standard reporting, knowledge base articles, FAQs, and job aids, and ensuring compliance with NIQ practices, ITIL, Google, ServiceNow, and JIRA suite are essential. Liaising with Engineering and EIT teams for fixes is also required.