Lead Application Support Engineer

Job Title Lead Application Support Engineer Company RunLoyal Salary 5lpa-6lpa Location Salem Summary RunLoyal a rapidly growing vertical SaaS company based in Atlanta GA seeks a passionate and experienced Lead Application Support Engineer to join our dynamic team As a Lead Application Support Engineer you will play a vital role in providing exceptional technical support to our US customers ensuring the smooth operation of our SaaS product Responsibilities Develop and implement comprehensive support policies and procedures to streamline customer support operations Provide first-line technical support to US customers via phone email and chat resolving issues efficiently and effectively Troubleshoot complex technical issues escalating them to senior engineers when necessary Collaborate with the development team to identify and resolve bugs ensuring product stability and performance Create and update the existing support documentation and knowledge base Stay up-to-date with the latest industry trends and technologies Must have general analytical skills Qualifications Bachelor s degree in Computer Science Information Technology Master in Computer Application Minimum of 4-5 years of experience as a Lead Application Support Engineer in a SaaS-based company Preferably US-based Proven ability to troubleshoot and resolve complex technical issues Excellent communication Written and Verbal Interpersonal skills Strong analytical and problem-solving skills Ability to work independently and as part of a team Self-starter with a strong sense of ownership Must be able to work in a 24 7 environment Complete night shift - US Working Hours Great proficiency in MySQL and AWS Any Certifications in SQL AWS would be a plus and basic Linux Skills Exposure to ticketing monitoring logging and alerting tools Please mention the tools handled Ability Ready to work weekends and night shifts Must have worked in a 24x7 setup Additional Requirements Passionate about being part of building something great and revolutionizing the pet care industry with our unique and innovative product Love for pets Cultural Expectations We prioritize the well-being of our pet care providers and the pets they care for This means being responsive and available when they need us including holidays weekends and occasional late hours We have an unyielding commitment to serving our customers working diligently until they are fully satisfied We focus on attention to detail and quality in everything we do ensuring excellence in our products and services We are passionate about building something extraordinary and revolutionizing the pet care industry with our innovative solutions A love for pets is at the heart of what we do Our Values Kindness We assume positive intent celebrate co-workers success avoid toxic behaviors and call out bad acting when we see it Trust We are authentic humble and empathetic Empathy is the cornerstone of building trust And in a world that is certain to be full of change trust is a requirement Fearlessness We are bold honest direct and candid We dare to challenge assumptions and push boundaries And we are not afraid when someone challenges us If we make mistakes which we will they are unique and good opportunities to learn Discourse Not Dissonance We encourage constructive discourse and welcome challenges We strive to create an environment where the best ideas rise to the top and data drives decisions Understanding Not Consensus As leaders we stand firm in our informed convictions until overturned by data We embrace healthy disagreement but commit to the outcome once a decision is made Ownership We empower each other to solve problems and take initiative to achieve our goals We are purposeful and intentional in our thinking knowing that we are individually accountable for our impact on the company s results Curiosity We are passionate about learning and constantly seek opportunities to grow and develop We adapt and mature with the ever-changing landscape of our industry Benefits Competitive salary and benefits package Opportunity to work with cutting-edge technology Fast-paced and dynamic work environment Chance to make a real impact on a growing company Job Type Full-time Application Question s What s your current salary Expected salary Experience Lead Application Support Engineer 4 years Required Location Salem Tamil Nadu Required Work Location In person