Technical Engineer – Application Performance & Support

About the role

The Technical Engineer ensures optimal performance and high availability of client applications, collaborating closely with cross‑functional technical teams. The role focuses on delivering top‑quality service by handling escalated incidents, performing on‑site maintenance, and supporting system upgrades.

Key responsibilities

• Analyze, troubleshoot and resolve tickets escalated from Level 1/2 support within defined SLA/OLA.
• Reproduce customer issues, document findings and coordinate escalation to product or development teams.
• Design corrective action plans or temporary work‑arounds to meet resolution timelines.
• Maintain up‑to‑date support documentation and communicate progress to customers.
• Perform on‑site administration, preventive maintenance and post‑go‑live system upgrades at customer premises.
• Ensure proper implementation of procedures and maintain IT infrastructure, including hardware and software components.
• Collaborate with a Customer Success Engineer to conduct detailed analyses.

Required profile

• Proven experience in technical support or engineering environments handling escalated incidents.
• Ability to work on‑site and perform preventive maintenance and system upgrades.
• Strong documentation skills and attention to procedural compliance.
• Experience interacting with customers and internal teams to communicate resolution status.

Required skills