Application Support Analyst

Position: Application Support Analyst

Location: Hybrid(Noida, India)

Employment Type: Full-Time

Key Responsibilities

• Provide Level 1 and Level 2 support for Switchfly's SaaS applications.
• Investigate and resolve incidents related to application functionality, performance, and integrations.
• Monitor production systems and alerts, ensuring high availability and quick resolution of issues.
• Perform root cause analysis and document findings for recurring issues.
• Collaborate with engineering and QA teams to escalate and prioritize bugs or enhancements.
• Maintain knowledge base articles and support documentation for internal and client use.
• Participate in on-call rotation for after-hours support.

Required Qualifications

• 2+ years of experience in application support, technical support, or a related field.
• Strong troubleshooting skills and comfort working with APIs, logs, and monitoring tools.
• Proficiency in SQL and ability to query databases for investigation purposes.
• Familiarity with cloud-based environments (e.g., AWS), monitoring tools (e.g., Datadog, New Relic), and ticketing systems (e.g., Jira, Zendesk).
• Strong communication skills and ability to work effectively with both technical and non-technical stakeholders.
• Attention to detail and a proactive approach to identifying and resolving issues.

Preferred Qualifications

• Experience supporting enterprise SaaS applications.
• Knowledge of the travel or e-commerce industry.
• Understanding of REST APIs and JSON.
• Scripting or automation experience (e.g., Python, Shell).

Switchfly Core Values to consider for this position:

Customer Obsession:

Our commitment to customers is part of our DNA. We innovate on their behalf and treat them how we'd want to be treated with care, respect, and dedication. There's no greater reward than delivering a Wow to a thriving, happy customer.

Bold and Fearless Innovation:

We think big, act courageously, and challenge ourselves daily. With curiosity and ambition, we push boundaries to build the future one bold idea at a time.

We're looking for team members in India who share this mindset and are excited to make a meaningful impact.

Switchfly is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs without regard to race, color, religion, age, gender, sexual orientation, national origin, disability status, or any other protected status under applicable laws.