About the job
Join our dynamic global team as an Application Support Duty Engineer at Zeal Group, where you will play a pivotal role in delivering exceptional support for ZEAL products. Your expertise will be critical in ensuring seamless assistance across various departments including Customer Service, Product, Engineering, and IT.
Key Responsibilities:
- Develop comprehensive knowledge of ZEAL products and their functionalities, collaborating with cross-functional teams to enhance understanding.
- Manage end-to-end incident and problem resolution processes.
- Address inquiries through Jira support queues and provide Teams assistance for critical issues.
- Work both independently and collaboratively to resolve user-reported issues in close consultation with engineering teams.
- Ensure system availability and performance meet SLAs, assist with server-level upgrades, and participate in disaster recovery exercises.
- Contribute insights, document knowledge, and analyze trends in user-reported issues to improve global team effectiveness.

