Application Support Engineer

Application Support Engineer Job Description Template

Our company is looking for a Application Support Engineer to join our team.


  • Testing Estimation;
  • Creating and editing documentation of internal processes and procedures;
  • Re-testing and Regression Testing;
  • Troubleshoot and diagnose application issues;
  • Communicating with clients as required, keeping them informed of incident progress and notifying them of impending changes or agreed outages;
  • Supporting kCura Relativity software, with the ability to triage and route calls to appropriate technicians;
  • Problem solve and troubleshoot incidents within agreed timescales;
  • Understanding Requirements and User Stories;
  • Entering all work as service tickets into ConnectWise;
  • Working through a daily schedule in ConnectWise; entering all time and expenses;
  • Prepare and Execute test scripts;
  • Assisting Junior Technicians and/or providing escalation support;
  • Providing incident management to the various applications in accordance to SLAs;
  • Identify and escalate bugs & repeat faults to the relevant internal teams;
  • Become SME for at least one of the core applications used.


  • An ability to work well as part of a team and to self-manage;
  • A technical degree with at least 3 years’ experience in a similar position;
  • Take advantage of the many opportunities – and apply new features and functionalities to existing design patterns;
  • Strong interpersonal and communication skills, verbal and written;
  • Knowledge of XML, XSLT, XPATH and XML Schemas;
  • Ability to quickly grasp technical concepts and translate technical verbiage into easily understandable language for customers;
  • Experience with any of the following: Networking, Windows Server, Crystal Reports, SQL;
  • 3+ years of procurement analyst experience;
  • Strong organizational, presentation, and customer service skills;
  • Proven ability in managing high-level complex supplier contracts and partnerships;
  • Ability to work independently on complex issues that may require in depth analysis of data and business processes;
  • Knowledge and experience in cross-functional sales management methods and techniques;
  • Experience in Project Management, Contract Management, and Process Improvement;
  • Excellent written and verbal communication skills;
  • Systems fault-finding and analytical skills/experience.