Freshers - Junior Application Support Engineer

Fresher- Trainee / Junior Application Support Engineer

Position Summary

Decisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing efficiency and yielding results, regardless of technical expertise. This no-code automation platform seamlessly integrates AI tools, rules engines, and workflow management, enabling the transformation of customer experiences, modernization of legacy systems, and the achievement of automation goals three times faster than traditional software development.

We are looking for a smart Junior Application Support Engineer to provide enterprise-level support to our customers. This role will provide support via web, email, chat, and other channels as required.

Essential Functions/Priorities

As a Trainee/Junior Decision developer, you’ll work under the supervision of experienced developers/managers within our architect-build-communicate framework

• Undergo 2 months of training on our platform leading to certification, complete 4-month apprenticeship working on projects under supervision; meet ongoing technical training requirements.
• Learn the platform to understand technical solutions, learn to build applications by following best practices, and experience the dynamic environment of rapid changes to adapt to clients' feedback/changes
• Learn to understand business requirements and technical documentation to gain knowledge that will help in delivering software solutions within the platform
• Learn to address roadblocks by seeking information, and clarification by asking questions & actively participating in technical & project discussions with different stakeholders
• Take ownership of tasks assigned, maintain velocity, share updates, and escalate blockers promptly
• Actively participate alongside fellow developers; seek knowledge, share feedback with managers/leadership to help improve the fresher program.
• Learn to thoroughly test including code reviews & participate in performance/load testing
• Learn to configure integrations with 3rd party systems, databases & services using API, REST services, etc.
  
  

What You Will Bring To The Team

While Decisions is a no-code platform, it requires developers to comprehend the intricacies of building complex, end-to-end solutions by applying a variety of software development skills & knowledge.

Technical Skills

• Willingness to learn low-code / no-code BPM software development platforms as a developer
• Basic knowledge of databases & SQL; UI using HTML & CSS; APIs and other web services
• Knowledge of why load and performance testing is required for optimal performance.
• Understands developer role across all stages of application lifecycle management
• Basic knowledge of scrum methodology or other agile software development approaches
• Basics of troubleshooting and solving technical issues related to software development
• Keen to learn different business use cases and as well as convert them into technical requirements and solutions effectively
  
  

Responsibilities

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA for issues with respect to the severity.
  
  

Skills

Requirements:

• Exposure to databases, API integrations, and server configurations.
• Business analysis skills - take a keen interest in understanding various use cases, and business processes across multiple industries.
• Good communication skills - both verbal and written
• Troubleshooting skills - enjoys working on multiple issues simultaneously
• Customer support attitude - has a passion for supporting customers, wants to provide as much help as possible, wants to ensure they follow up, and understands the demands of operating in a customer support team that may require working in a 24X7 environment;
• Understand that they don’t have all the answers but do not hesitate to ask for help to ultimately resolve the issue for the customer in the shortest possible time. Is able to clearly articulate the issue to get accurate information.
  
  

Interpersonal Skills

• Proactive team player who takes initiative
• Skilled at engaging with diverse audiences, both technical and non-technical
• Proficient in English communication for collaboration with teams and clients in North America and Europe
• Proficient in effectively communicating complex technical concepts and offering alternatives based on best practices
  
  

Qualifications

• Bachelor of Engineering or Technology in Computer Science
• Other engineering graduates with a bachelor's degree in computer science or computer application with demonstrable software development experience, may also apply
• 0-1 years of experience in technical support role or development.
  
  

Essentials

• Not an order taker; asks “why” questions and solves the right problems
• Technically inclined & strong software development mindset
• Strong logical thinking and problem-solving ability
• Willing to unlearn/relearn and follow directions