Technical Support Engineer – Application Support

Company: BOGO INFOTECH LLC
Location: Sri Lanka
Work Mode: 100% Remote
Employment Type: Full-Time
Experience: 3+ Years

About the Role

BOGO INFOTECH LLC is looking for an experienced Technical Support Engineer – Application Support to provide L1/L2 technical support for its Pie Gaming application. The role involves troubleshooting application issues, investigating incidents, identifying root causes, managing support tickets, and coordinating with Development, Product, and DevOps teams to ensure timely resolution.
The ideal candidate should have strong technical troubleshooting skills, a customer-first approach, and the ability to work independently in a remote environment.

Key Responsibilities

• Provide L1/L2 technical and application support to customers and internal teams.
• Troubleshoot application, login, access, configuration, connectivity, and functionality-related issues.
• Investigate reported problems, analyse errors, and identify root causes.
• Collect and analyse application logs, screenshots, error messages, and steps to reproduce issues.
• Create, update, prioritise, and manage support tickets.
• Handle incidents based on severity, urgency, and business impact.
• Coordinate with Development, Product, and DevOps teams for complex technical issues.
• Track escalated issues and ensure timely resolution.
• Guide customers through troubleshooting and application-related queries.
• Maintain support documentation, FAQs, and knowledge-base articles.
• Identify recurring issues and suggest improvements to support processes.
• Ensure proper handover of pending issues between shifts and teams.

Required Skills & Experience

• 3+ years of experience in Technical Support, Application Support, Product Support, or Software Support.
• Hands-on experience supporting web-based applications or software products.
• Good understanding of application troubleshooting and incident management.
• Basic knowledge of APIs, HTTP status codes, browser troubleshooting, application logs, and error analysis.
• Experience with ticketing tools such as Jira, Zendesk, Freshdesk, or ServiceNow.
• Basic SQL and database knowledge will be an advantage.
• Familiarity with REST APIs and Postman is preferred.
• Strong analytical, problem-solving, and communication skills.
• Ability to explain technical issues to both technical and non-technical users.
• Comfortable working independently in a 100% remote environment.

Good to Have

• Experience in SaaS, gaming, fintech, or technology-based organisations.
• Exposure to production incidents and customer escalations.
• Knowledge of cloud-based applications and monitoring tools.
• Experience supporting international customers.
• Flexibility to work in rotational shifts or international time zones, if required.

What We Offer

• 100% work-from-home opportunity within Sri Lanka.
• Opportunity to work on an international gaming technology platform.
• Exposure to application support and incident management.
• Collaboration with international technical teams.
• Professional development and career growth opportunities.