HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 18,000+ employees across 10 countries and 30 delivery centers.”

We're looking for an Application Support Engineer to provide L2 technical support across a defined set of Flexischools product domains.

You will work closely with the Engineering and Product squads responsible for those domains, investigating production issues, resolving application and data problems, and ensuring recurring support issues are understood and addressed at their source.

You will report to one of the Tech Leads of your assigned squads.

The role requires strong troubleshooting skills, SQL capability, curiosity, and the ability to build deep knowledge of our applications and business processes.

You will also help improve how we support the platform by creating runbooks, identifying repetitive manual work, and surfacing recurring issues into the relevant Product and Engineering backlogs.

Key Accountabilities

1. Application Support and Investigation

• Investigate and resolve L2 application support issues across assigned product domains.
• Diagnose issues using SQL, application data, APIs, logs, monitoring tools, and other available diagnostic information.
• Perform approved configuration and data corrections safely in production environments.
• Escalate defects or issues requiring code or infrastructure changes to the relevant squad, providing clear investigation findings and supporting evidence.

2. Squad Integration

• Work closely with the Tech Leads, Product Managers, and Engineers in the squads you support.
• Participate in relevant squad stand-ups and operating rhythms to maintain context on product changes and current support issues.
• Surface significant incidents, recurring problems, and growing support demand to the relevant squad.

3. Continuous Improvement

• Identify recurring support issues and repetitive manual work.
• Work with Product and Engineering to ensure these are considered for product improvement, technical debt, or BAU prioritisation.
• Identify opportunities to reduce support demand through automation, better tooling, and self-service capabilities.

4. Knowledge Management and Runbooks

• Create and maintain troubleshooting guides and runbooks for known issue categories.
• Document investigation steps, common failure modes, remediation approaches, and escalation criteria.
• Contribute to improving onboarding materials and shared Application Support knowledge.

5. Queue Ownership

• Regularly review the shared Application Support service desk and take ownership of tickets relating to assigned domains.
• Ensure tickets are progressed, appropriately prioritised, and not left stalled without clear next steps.
• Maintain good ticket hygiene and categorisation to improve visibility of support trends.

6. Collaboration and Communication

• Work effectively with Customer Support, Finance, Operations, and other internal teams when technical investigation is required.
• Communicate technical findings clearly to non-technical stakeholders.
• Support Customer Support with technical context where needed, while Customer Support remains the primary owner of customer communication in most cases.

Technical Skills and Technology Stack

Core Technologies and Tools

• SQL: Strong working knowledge required.
• Microsoft SQL Server.
• APIs and tools such as Postman.
• Jira and Confluence.
• Application logs and monitoring tools.
• AWS fundamentals, particularly EC2, ECS, and RDS.

Useful / Desirable Technologies

• PostgreSQL.
• New Relic.
• PagerDuty.
• SSRS and reporting tools.
• PowerShell or Bash.
• Experience supporting .NET / SaaS applications.

What You'll Bring

• Experience in Application Support, Technical Support, or Production Support, ideally within a SaaS environment.
• Strong SQL skills and confidence investigating application and data issues.
• Strong troubleshooting skills with a structured, evidence-based approach to problem-solving.
• Experience working with APIs, application logs, and production systems.
• Curiosity and persistence, with the ability to investigate unfamiliar problems and learn complex business domains.
• Good written and verbal communication skills, including the ability to explain technical findings to non-technical stakeholders.
• Experience managing support queues and balancing multiple priorities.
• Strong ownership and follow-through, from initial investigation through to resolution or escalation.
• A continuous improvement mindset, with an interest in reducing repetitive support through documentation, automation, and product improvements.
• Ability to collaborate effectively with Product and Engineering teams.
• Experience interacting with customers.

Highly Desirable Experience

• AWS experience.
• Experience supporting .NET-based applications.
• Experience with Postman and API troubleshooting.
• PowerShell or other scripting experience.
• Experience working with payment, transaction, or integration-heavy systems.

HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.