Browse Definitions :
Definition

application support engineer (ASE)

An application support engineer (ASE) is an IT professional who is responsible for troubleshooting the software applications a company uses and ensuring that help desk tickets are resolved in a timely fashion. In a large enterprise, an ASE may act as a subject matter expert for a specific software stack. In a small to mid-size business, an ASE will typically be responsible for supporting a limited number of client-facing software applications.

In addition to diagnosing bugs and problems that result in a poor user experience (UX), ASEs in large companies are often tasked with using what they learn to identify potential product enhancements. According to the employment website Glassdoor, an ASE with advanced skills can expect to earn a salary of $70k per year in the United States.

Essential day-to-day responsibilities for managing the event process include the following:

  • Provide technical support for enterprise-level application systems.
  • Respond to general questions and trouble tickets in a timely manner.
  • Research, diagnose, troubleshoot and identify potential solutions for how to resolve an issue.
  • Prioritize multiple, open issues.
  • Document issue triage as troubleshooting progresses.
  • Follow best practices for change control of proposed solutions.
  • Maintain service reports.
  • Document actionable bugs for engineering resolution.
Helpdesk event management
An ASE is responsible for documenting the helpdesk event management process.

Application support specialists in the enterprise

Above all, an application support engineer must understand how the application is supposed to work for the customer. In the enterprise, ASEs are usually part of a department that is populated by numerous support staff with varying skill levels and specializations. In small organizations, remote ASE staff may work for a third party support company. In this situation, the ASE may be contracted by the quarter, month, day, hour or incident.

As with many technical support departments, ASEs are often divided into lower and higher levels. Level 1 provides a basic level of support. They might just help internal users with the maintenance and operation of their software and solve common issues, escalating more difficult problems. Following from level 1, there can be a number of additional levels that address more complex issues. 

This was last updated in January 2020

Continue Reading About application support engineer (ASE)

SearchCompliance

  • information governance

    Information governance is a holistic approach to managing corporate information by implementing processes, roles, controls and ...

  • enterprise document management (EDM)

    Enterprise document management (EDM) is a strategy for overseeing an organization's paper and electronic documents so they can be...

  • risk assessment

    Risk assessment is the identification of hazards that could negatively impact an organization's ability to conduct business.

SearchSecurity

  • unified threat management (UTM)

    Unified threat management (UTM) describes an information security (infosec) system that provides a single point of protection ...

  • physical security

    Physical security is the protection of personnel, hardware, software, networks and data from physical actions and events that ...

  • attack vector

    An attack vector is a path or means by which an attacker or hacker can gain access to a computer or network server in order to ...

SearchHealthIT

SearchDisasterRecovery

  • risk mitigation

    Risk mitigation is a strategy to prepare for and lessen the effects of threats faced by a business.

  • call tree

    A call tree is a layered hierarchical communication model that is used to notify specific individuals of an event and coordinate ...

  • Disaster Recovery as a Service (DRaaS)

    Disaster recovery as a service (DRaaS) is the replication and hosting of physical or virtual servers by a third party to provide ...

SearchStorage

  • cloud storage

    Cloud storage is a service model in which data is transmitted and stored on remote storage systems, where it is maintained, ...

  • cloud testing

    Cloud testing is the process of using the cloud computing resources of a third-party service provider to test software ...

  • storage virtualization

    Storage virtualization is the pooling of physical storage from multiple storage devices into what appears to be a single storage ...

Close