Application Support Engineer

Ascertia is a global leader in digital trust products and services, supporting enterprises, governments, and trust service providers with secure digital business solutions. Their offerings ensure verified digital identities and trustworthy transactions through a comprehensive digital signature platform and PKI products. Since its establishment in 2001, Ascertia has built a strong presence with over 190 full-time employees and a network of more than 100 expert partners and integrators worldwide. Experiencing robust revenue growth, the company is expanding its team and is currently seeking a Senior Application Support Engineer to join its skilled workforce and contribute to its ongoing success in the PKI and Digital Signature sectors.

Key Responsibilities

Provide on-premises product support and assist customers with configuration challenges as part of the Support Services team. Manage inbound support requests by accurately defining, categorizing, and prioritizing them to meet established response times and service level agreements (SLAs). Document all cases thoroughly and outline next steps using the company’s online CRM ticketing system. Maintain proactive communication with customers to ensure high satisfaction levels.

Contribute to and utilize the internal technical knowledge base by suggesting new articles and updates. Offer regular internal service status updates on support cases to the wider organization. Work closely with the Customer Success Team on complex deployments and issues that require detailed attention and careful management. Report product bugs, recommendations, and suggestions in detail to the development team.

Keep partner and customer information current in cloud case tracking and CRM tools, including case details, deployments, and contacts. Work flexible shifts, including out-of-hours and night shifts, to guarantee timely and effective service delivery. Demonstrate excellent self-discipline and time management skills to handle multiple concurrent tasks efficiently. Communicate effectively within the team, fostering a positive “can do” attitude, and provide feedback on upsell opportunities, product innovations, licensing questions, and support process improvements.

Required Qualifications

Working knowledge of application servers such as IIS Server and Apache Tomcat is essential. Experience with SQL databases and familiarity with both Windows and Linux operating systems are required. A solid understanding of RESTful APIs, network configuration, infrastructure issues, and cybersecurity principles is necessary. Candidates should have knowledge of IT hardware and software, along with experience providing technical support for software systems and web applications.

Proficiency in Java and/or .NET application deployment is important. Strong problem-solving skills are required, including the ability to diagnose and resolve complex issues and perform real-time troubleshooting during client sessions. Excellent written and verbal communication skills in English are a must. The ability to quickly learn and master new software technologies is also essential.

Preferred Qualifications and Benefits

Knowledge of Public Key Infrastructure (PKI) and cryptography will be considered an advantage. The company offers a comprehensive benefits package including provident fund, life insurance, and accidental health coverage. Employees receive bi-annual performance-based bonuses and salary reviews, along with 24 paid holidays annually.

Complimentary meals are provided during shifts, with additional allowances for night shifts and public holidays. Team-building activities and regular social events, such as cricket matches, gaming sessions, and club gatherings, are part of the company culture. Employees also enjoy company-sponsored annual excursion trips.

This permanent, full-time position reports directly to the Head of Support Services and presents an excellent opportunity for a motivated professional to grow within a dynamic and expanding organization focused on delivering trusted digital solutions worldwide.