Application Support Engineer

We're Hiring: Application Support - Client Success Engineer (L1/L2) Execution-Focused

About Phonon / 22North

Phonon / 22North is building a Passenger Operations Platform for airlines and enterprise clients across BFSI and other sectorsfocused on enabling real-time customer interaction, servicing, and revenue workflows at scale.

Role Overview

We are looking for an Application Support Engineer (L1/L2) who can own issue resolution end-to-end, ensure system stability, and maintain strict SLA discipline across client environments.

This is not a passive support role.

You are expected to solve problems, onboard customers and be responsilble for the success of our services at our customers.

You will be responsible for:

• Diagnosing issues, Fixing them, Ensuring they dont repeat.
• Onboarding clients on our platform including scoping client requirements, mapping those to our platform and setting up our platform to ensure those.

What Youll Own

• Handle L1 and L2 support tickets, alerts, and client issues
• Diagnose problems using: logs, APIs, system behaviour
• Resolve issues independently wherever possible
• Work with Engineering on complex issues and root cause fixes
• Ensure SLA adherence (response + resolution time)
• Track and reduce repeat issues through permanent fixes
• Support: deployments, configurations, onboarding activities

How Youll Be Measured

• Ticket closure time (L1 + L2 SLAs)
• First response time
• Reduction in repeat issues
• System uptime and stability
• Quality of resolution (not just closure)
• Accuracy of ticket documentation

What Were Looking For

• 26 years of experience in application / production / technical support
• Strong hands-on ability in: log analysis, API debugging, issue tracing
• Experience working in: client-facing environments, SLA-driven support setups

Technical Expectations

You should be comfortable with:

• REST APIs (debugging requests/responses)
• Logs and error tracing
• Basic database queries (SQL preferred)
• Linux / server environments (basic level)

Behavioural Expectations

• High ownership you close issues, not just track them
• Strong problem-solving you break down issues logically
• Ability to work under pressure and handle escalations
• Clear communication with internal teams and clients

This Role Is NOT

• Ticket forwarding or coordination
• Monitoring without action
• A purely internal support function

This is a hands-on, execution-heavy role with direct client impact

This role is designed as a capability ladder:

• Ticket handling
• Basic troubleshooting
• SLA adherence
  

• Client communication
• Small onboarding execution
• Coordination across teams
  

• Own onboarding of client projects
• Own client discussions
• Structure solutions (technical + commercial awareness)
• Ensure delivery outcomes and client stability

Growth depends on:

• Problem-solving ability
• Ownership of issues
• Client handling capability
• Product and system understanding

Start by solving issues. Grow into owning clients and delivery.

Location

Vadodara (open to relocation)

Why Join Us

• Work on real-time systems used by airlines and enterprises
• Exposure to high-scale, production environments
• Clear growth path into: L2 / L3; Delivery / Onboarding / Client Relationships; Platform / Infra roles