Application Support Engineer

Job Description

Job Description

Company Overview:

Established in Taiwan in 1974, Hon Hai Technology Group, commonly known as Foxconn, is the world’s largest electronics manufacturer and leading provider of technological solutions with a network of over 233 campuses across 24 countries. In the US, Foxconn employs 8,000 across 56 different sites with manufacturing operations in Virginia, Wisconsin, Ohio, Indiana, Texas, and California. As of 2025, Foxconn ranks 28th among the Fortune Global 500 and reported revenue of approximately USD $259 billion.

The company’s diverse product offerings span four major segments: smart consumer electronics, cloud, and networking solutions, computing, and various other components. Foxconn makes 40% of the consumer electronics that we find in our everyday lives. In recent years, Hon Hai has adopted the 3+3 strategy, focusing on three emerging industries - electric vehicles, digital health solutions, and robotics - while leveraging three key technologies: next-generation communications, artificial intelligence (AI), and semiconductors. Together, these initiatives position the company as a leader in innovation for the 21st century.

Hon Hai Technology Group is deeply committed to championing environmental sustainability within its manufacturing processes. By integrating sustainability into its operations framework, the company strives to serve as a best-practice model for global enterprises, enhancing corporate responsibility while meeting the growing demand for environmentally conscious production methods.

Job Summary:

The Application Support Engineer is responsible for managing the day-to-day support and performance of business applications to ensure system stability, reliability, and operational efficiency. This role oversees advanced problem resolution, partners with users and cross-functional IT teams to address complex system issues and works closely with Global Support Teams to support enterprise applications and deliver high-quality IT services aligned with business objectives.

Duties and Responsibilities:

• Lead and coordinate the First- and Second-Level Application Support teams by managing shift coverage, assigning workloads, monitoring team performance, and collaborating with Database Administrators (DBAs) and other technical teams to ensure timely and effective issue resolution.
• Monitor and manage the complete incident lifecycle by ensuring incidents are accurately logged, classified, prioritized, assigned, investigated, resolved, and closed in accordance with established IT service management (ITSM) processes.
• Ensure compliance with Service Level Agreements (SLAs) by monitoring key support metrics, including response time, resolution time, system availability, and customer satisfaction, while identifying opportunities to improve service performance.
• Analyze incident trends, recurring issues, and root causes to identify systemic problems, implement corrective and preventive actions, and recommend long-term solutions that improve application stability and reduce future incidents.
• Ensure accurate and complete documentation of incidents, troubleshooting procedures, and resolutions within the ticketing system, while maintaining knowledge base articles and technical documentation to improve operational efficiency and knowledge sharing.
• Identify and implement improvements to support processes, tools, and workflows by evaluating current operations, recommending automation opportunities, streamlining support procedures, and driving continuous service improvement initiatives.
• Ensure the team provides effective SQL support and production application assistance by troubleshooting database-related issues, performing basic SQL queries, supporting business-critical applications, and working closely with development and database teams to resolve production issues.
• Manage escalations to third-level support teams by coordinating with application developers, infrastructure teams, vendors, and other technical specialists to ensure timely resolution of complex issues while maintaining clear communication with stakeholders.
• Provide on-site support for critical or high-impact operational incidents by leading troubleshooting efforts, coordinating cross-functional response teams, restoring application services as quickly as possible, and minimizing business disruption.
• Train, mentor, and develop Application Support personnel by providing technical coaching, facilitating knowledge transfer, promoting IT service management best practices, and fostering a culture of service excellence, continuous learning, and continuous improvement.

Education:

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related technical field.

Experience:

• Minimum of 3 years of experience in application support, IT support, Service Desk, or a related technical support role in an enterprise environment.
• Experience in troubleshooting and resolving complex IT issues, including software, hardware, network, and application-related problems.
• Experience with ticketing platforms and SQL platforms

EEOC Statement

Foxconn is an equal opportunity employer that is committed to diversity and inclusion in the workplace. Foxconn prohibits discrimination and harassment of any kind and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, gender, religion, sex, sexual orientation, ethnicity or national origin, age, disability, marital status, genetics, pregnancy, or any other protected characteristic as outlined by federal law. In addition to federal law requirements, Foxconn complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.