Application Support Engineer

7 days ago

India FULFLLD Full time

Are you a detail-oriented professional passionate about client success?


If so, this is just for you...


FULFLLD is a B2B delivery management SaaS platform on a bold mission to solve dysfunctional delivery for our clients After five years of mastering the art of food delivery as a service, we're taking all that know-how and packing it into powerful software. Innovation drives us to create the ultimate customer experience.


Location: Remote

Type: Full-Time


Why Join Us?

  • Be a part of a groundbreaking journey
  • Work with a team of dreamers and doers
  • Contribute to a platform that's transforming the delivery industry
  • Enjoy a dynamic and engaging remote workplace culture
  • Exercise your passion in providing support to clients


At our core, we believe work is about more than just numbers—it's about people. Our culture is dynamic and constantly evolving, shaped by each employee, their actions, and their stories. With over 40+ team members across 6 global locations, our diverse team embodies a growth mindset, emphasizing teamwork and continuous improvement.


We're looking for a application Support Engineer who:

  • Will be part of of FULFLLD’s Technical Support Services (TSS) team providing technical assistance to partners and customers for our SaaS Platform
  • Will be focused on FULFLLD’s web and mobile applications (may include answering questions, troubleshooting problems, diagnosing defects, providing recommended approaches or other adjacent tasks)
  • Has the right blend of technical knowledge, customer service, and communication skills to handle the day-to-day delivery of technical product support to clients
  • Will work under the guidance of the CEO, Product, Engineering and Operations to help deliver the best possible and most responsive customer service to our clients and partners


Key Responsibilities:

  • Troubleshoot customer issues that arise on the client-side, server-side, or our platform via Email, Slack and phone
  • Debug customer issues and keep ownership of tickets until resolution while working closely with other teams as needed
  • Ensure that Support SLAs and CSAT goals are constantly met, and ticket queue managed
  • Identify ways to improve the team's processes and develop solutions if necessary
  • Contribute valuable and pertinent information to FULFLLD’s internal/external knowledge base
  • Willing to be on call during weekends/holidays(if required)


Skills we love:

  • 2 years of technical support experience in SaaS product
  • English language proficiency (C2 at least) with strong written and verbal communications skills
  • You are genuine in your desire to help others and able to work with technical and non-technical users
  • You are naturally curious and possess strong troubleshooting skills
  • You can quickly learn technical concepts and technologies
  • Respond with “I pay attention to detail” when we reach out to you
  • Able to work independently with minimal supervision while delivering results set forth by management
  • You can thrive in ambiguity
  • You are collaborative and enjoy helping your teammates out
  • Having experience on JIRA, Zendesk, ClickUp, Whimsical is a plus


Perks & Benefits:

  • Competitive compensation package
  • Work from anywhere in the world
  • PTO after probationary period ends


Join us in building the best delivery platform

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