Senior Technical Support Engineer

Job Description About Us Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes. The Merlin Intake Agent Offers Business Users Unparalleled Ease Of Use, Increasing Adoption Rates And Significantly Reducing Non-compliant Spending. For Procurement Teams, The Merlin Autonomous Negotiation Agent Handles Tail Spend Autonomously, Securing Additional Savings; The Merlin Contract Agent Helps Draft Compliant Contracts And Reduces Risks By Actively Monitoring Them; And The Merlin AP Agent Further Enhances Efficiency By Automating Invoice Processing With Exceptional Speed And Accuracy.We Are An Equal Opportunity Employer Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements. Job Description As a Senior Technical Support Engineer at Zycus, you will be a key member of the Technical Account Management Team, responsible for translating business requirements into platform configurations on the Zycus Source-to-Pay (S2P) suite. You will work closely on design, configuration, post-implementation support, operational stability and optimize scalable solutions across Zycus modules. We prefer candidate with prior experience in Source-to-Pay (S2P) or Procure-to-Pay (P2P) solutions like SAP Ariba, Coupa, Ivalua, Basware, Jaggaer, or similar platforms. In this role, you will be part of a Global Team and work with our global customers to deliver analytical, solution-oriented services to Fortune 500 clients. As a Senior Technical Support Engineer at Zycus, you will: - Work with customers and understand their configurations and usage patterns of Zycus application/s (like Sourcing, Contract management, Supplier management, Procurement etc.) - Provide training to customers on upcoming changes for new releases every quarter. - Proactively communicate with customers and resolve their issues. - Plan, Estimate and drive the execution of change and service requests. - Identify patterns in customer raised tickets (issues and queries) and work towards permanently addressing them. - Work on all aspects of maintenance of an already implemented Customer including business process mapping, requirements gathering, process configuration, documenting process flows, user interface configuration, user / supplier set-up and testing support. - Work with the Technical Account Manager to ensure deliverables are on-time, increase efficiency and resolve issues for customers by coordinating with multiple Teams from Zycus & Customer side to achieve Customer Satisfaction - Participate and contribute to best practices (tools/process), knowledge sharing like customer KYC - Work efficiently on, Zycus products configuration, Incident Management Tools, MS-Excel, etc. - Provide strong technical understanding of our product with the ability to discuss and demonstrate the Zycus Solution and how it may be configured to meet a customers business needs. Job Requirement What will you require to be successful in this role: - Bachelor's degree in IT / Engineering / Business Systems or related field. - Zycus, Coupa, iValua, GEP certification (preferred) or equivalent S2P/P2P certifications. - Prior experience in Source-to-Pay (S2P) or Procure-to-Pay (P2P) solutions like SAP Ariba, Coupa, Ivalua, Basware, Jaggaer, or similar platforms preferred. - Experience Level: 2-5 years - Willingness to work in 24 X 7 shifts - Excellent written and oral communication skills is a must. - Flexible, enthusiastic approach to work including a strong desire to learn new tools & techniques to solve business problems. - Collaboration with various internal and external stakeholders. - Ability to learn, execute and excel. Multitask and work with priorities. - Working hours : As per the geography and region assigned. What We Offer - Opportunity to work with global Fortune 500 clients in a high-impact, premium support capacity. - A collaborative and innovative work culture where customer satisfaction is at the heart of what we do. - Professional growth opportunities with exposure to cutting-edge SaaS procurement technology. - Competitive compensation and benefits. About Zycus Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes. The Merlin Intake Agent offers business users unparalleled ease of use, increasing adoption rates and significantly reducing non-compliant spending. For procurement teams, the Merlin Autonomous Negotiation Agent handles tail spend autonomously, securing additional savings; the Merlin Contract Agent helps draft compliant contracts and reduces risks by actively monitoring them; and the Merlin AP Agent further enhances efficiency by automating invoice processing with exceptional speed and accuracy.