Application Support Engineer

1 week ago

India CareerXperts Consulting Full time

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 24×7×365 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 24×7×365 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 amit.n@careerxperts.com to get connected

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