Application Support Engineer

Application Support Engineer For PetroApp

PetroApp is an innovative platform designed to streamline and optimize processes within the oil and gas sector. Our mission is to empower businesses with real-time insights, data-driven decision-making, and user-friendly interfaces that enhance operational efficiency and lower costs.

As an Application Support Engineer for PetroApp, you will be responsible for ensuring the stable, efficient, and secure operation of our core platform and related services. Along with standard support activities, you will play a key role in training staff and stakeholders on how to utilize the PetroApp system effectively. You will collaborate with cross-functional teams (Development, QA, DevOps, and Product) to deliver a seamless experience for PetroApp's customers and internal users.

Key responsibilities include:

1. Technical support & troubleshooting
• Serve as the primary contact for application-related technical issues.
• Diagnose, research, and troubleshoot complex technical problems on the platform.
• Escalate issues to the appropriate teams when necessary, and follow up to ensure timely resolution.
2. Monitoring & incident management
• Monitor system performance, availability, and capacity, quickly identifying potential bottlenecks or incidents.
• Coordinate and participate in incident resolution, including root cause analysis (RCA) and implementing corrective actions.
3. Staff & customer training
• Develop and deliver training sessions, documentation, and tutorials for PetroApp users (both internal staff and external clients).
• Create and maintain a comprehensive knowledge base and training materials to ensure new hires and existing staff can effectively use the PetroApp system.
• Gather feedback and iterate training approaches to continually improve user adoption and platform satisfaction.
4. Release & deployment support
• Collaborate with DevOps and Engineering teams to support application deployments, updates, and patches.
• Provide pre- and post-deployment validation and testing to ensure smooth releases with minimal disruption.
5. Documentation & knowledge base
• Maintain a comprehensive documentation library for troubleshooting, standard operating procedures (SOPs), and best practices.
• Ensure knowledge transfer by training new team members and proactively sharing solutions internally.
6. Continuous improvement
• Identify areas for process optimization to enhance support efficiency and reduce recurring incidents.
• Work closely with development teams to suggest improvements, address recurring technical issues, and enhance overall user experience.
7. Customer engagement
• Communicate effectively with internal stakeholders and external customers, providing updates on ticket status, resolutions, or escalations.
• Gather feedback to influence feature enhancements or product improvements.