We are looking for an experienced Application Support Engineer with strong SaaS expertise and exceptional communication skills to join our global support team.
What You Will Do
- Work closely with Application Support Engineers and Support Managers to deliver world-class customer support across SaaS product suite, catering to SMBs and large enterprise customers on platforms such as Etsy, Groupon Goods, Shopify, and Amazon.
- Provide real-time assistance via chat and ticketing systems, ensuring timely, accurate, and empathetic responses.
- Use customer insights and data analysis to identify recurring issues, recommend improvements, and share actionable findings with internal teams.
- Collaborate with Product and Engineering teams to provide quantitative feedback on customer pain points, influencing product enhancements and reducing user friction.
- Contribute to knowledge base development, process automation, and ongoing improvement initiatives for a better support experience.
- Investigate system behavior under the hood, troubleshoot root causes, learn new technologies, and share technical insights with the wider team.
- Gain deep exposure to modern SaaS models, scalable support processes, and cross-functional work in a fast-paced global setup.
- Promote a strong team culture aligned with focus on operational excellence and customer satisfaction.
Job Requirements
- Experience: Minimum 2+ years in Technical/Application Support within SaaS, e-commerce, or enterprise software environments (experience in a 247365 global support model preferred).
- Education: Background in Computer Science or related fields (B.Tech, M.Tech, BCA, MCA, B.Sc IT, M.Sc IT preferred).
- Product & Technical Knowledge:
- Solid understanding of B2B SaaS products and customer lifecycle.
- Hands-on experience with support platforms like Freshdesk (preferred), Zendesk, Salesforce, ServiceNow, etc.
- Basic understanding of APIs, Webhooks, Postman, Insomnia, and ability to read code in Python or JavaScript is a strong advantage.
- Support Excellence: Strong understanding of SLAs and KPIs like FRT, AHT, CSAT, and backlog management.
- Communication: Excellent written and verbal English communication skills; ability to simplify technical concepts for customers.
- Mindset: Analytical, curious, proactive, and adaptable to shifting priorities in a fast-moving tech environment.
- Technical Curiosity: Genuine interest in understanding SaaS architecture, APIs, debugging workflows, and system integrations.
Role Requirements
- Ability to work in a 247365 global support model with rotational shifts.
- Weekly offs will be rotational and may not fall on Saturday/Sunday.
- Standard 5-day workweek.
- Strong communication and soft skills to interact with global enterprise clients.
- Must be comfortable handling chat-based support.
- Remote working opportunity.
Please write to [Confidential Information] to get connected!
