Application Support Engineer

3 weeks ago

Greater Bengaluru Area, India SVR Global Innovations Full time

Karnival is a customer marketing platform that focuses on elevating and leveraging current customers' experiences to improve retention and growth. In the last 4 years we have built a unified platform that seamlessly brings together various functionalities like Smart Receipts, Net Promoter Score assessments, Customer research, Surveys, and Product Reviews, Loyalty and Customer Journey Builder.



For Application support specialists at Karnival, We are looking for someone who remains highly client focused and understands the technical requirements as needed to the clients on Implementation/advancement of our product and making sure we provide high quality resolution, working closely with technical & other internal stakeholders.


Working with Karnival you will:


  1. Get exposure to 160+ international brands and large enterprises spanning across USA, India, UAE, GCC, Europe & LATAM  
  2. Interact with diverse teams like Marketing, Brand and Operations. 
  3. Learn how to design features which complement and interacts with each other seamlessly
  4. Work directly with Founders and senior management



Responsibilities


As a Application support engineer you are part of the global customer support team of Karnival working in collaboration with the clients across industries and their technical teams to investigate, troubleshoot & diagnose the technical issues as faced by the clients on a frequent basis.


Manage tickets using our ticketing system to ensure timely resolution on client’s enquiries during the complete life cycle of the clients.


As a part of the initial implementation and onboarding of clients to the Karnival’s system you are involved in assisting API integration and also to provide solutions during implementation of use cases as tailor made for each client.


As you proceed working in sync with the client and their requirements, Identify the use cases or any technical modifications that a client requires and gather requirements into detailed analyses feedback for internal stakeholders to bring in advancement in existing products that best fit the clients.


Maintain a detailed technical requirement of the client in the form of documentation and frequently connect with clients on stipulated time frames to achieve desired goals as requested by clients.




Skills & Experience : 


As an individual who will be part of a small team accounting to deliver clients from across verticals we are looking for someone who comes with high accountability & ownership skills.


A mandate experience in working for a B2B, SaaS product based company for at least one year.


Since you work closely with global clients, you should have strong communication skills both Verbal & written.


Being able to work in stressful environments as you manage a wide range of clients simultaneously and comes with good time management skills since ticket closure has to be strictly under stipulated timelines.


Good Interpersonal skills, being able to work seamlessly across different stakeholders both internal & external.


Strong technical skills and ability to break the complex technical requirement into problems/ inputs to different business units who are involved.


Hunger to learn new technologies and bring in innovative approaches to the existing problems.






Technical Skills Required : 


  1. Jira / Use of any ticketing systems.
  2. API testing / Postman 
  3. Product Knowledge :SaaS product


Salary Offered : 4-6 LPA


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