Application Support Engineer

2 days ago

Bengaluru, Karnataka, India Norstella Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Position :
Application Support Engineer

Experience :
5+ Years

Job Type :
Full-time

Job Summary
We are seeking a highly skilled and customer-focused Application Support Engineer with 5+ years of experience in supporting SaaS solutions for international clients.

As a key member of the Technical Support Team, you will serve as a Tier II Engineer, providing expert technical support, configuration assistance, and in-depth product knowledge for Norstella's SaaS platforms and their related integrations.

This role requires a self-starter who can take ownership of complex technical issues, collaborate with cross-functional teams, and provide exceptional service to ensure client satisfaction.

Key Responsibilities

  • Tier II Technical Support : Provide advanced Tier II technical support for Norstella's SaaS platforms and their related integrations, acting as the first point of escalation for client requests.
  • Issue Triage and Resolution : Triage incoming technical issues, perform in-depth troubleshooting, and work towards independent resolution. Escalate issues to relevant teams (Cloud Operations, Product Management, Development) when appropriate, using established processes like the SWARM process.
  • Problem Ownership : Take full ownership of client technical issues from initial troubleshooting through root cause analysis, resolution, and final communication to the client.
  • Knowledge Management : Enhance internal and external knowledge bases by creating effective and clear articles to improve self-service capabilities for both clients and support teams.
  • Performance and Metrics : Achieve and maintain targeted case statistics, such as the number of cases closed and issues resolved, in line with established goals.
  • Customer Communication : Engage in professional-level conversations with customers to efficiently gather information, troubleshoot problems, and provide clear and concise resolutions to their technical requests.
  • Collaboration : Work hand-in-hand with various internal support teams and the established Tier II team to ensure seamless support delivery.

Required Skills & Qualifications

  • 5+ years of experience in supporting SaaS solutions for an international client base.
  • A BS degree or equivalent skill experience.
  • Excellent communication skills and the ability to work effectively in a fast-paced, team environment.
  • Proven experience working in a cloud (SaaS) environment.
  • A strong, customer-oriented mindset with the drive to achieve client satisfaction beyond just a technical resolution.
  • A self-starter who can quickly learn new technologies.
  • A collaborative team player with the ability to prioritize tasks and manage time effectively.

Preferred Skills

  • Experience with SQL scripting.
  • Knowledge of automation tools such as Terraform or proficiency in JavaScript scripting.
  • A foundational understanding of and experience with AWS and/or Azure.
  • Experience with object-oriented programming languages, such as Java or C#.

)

  • Application Support Engineer

    4 days ago

    Bengaluru, Karnataka, India Infogain Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Roles & ResponsibilitiesKey ResponsibilitiesVendor-Level Support: Providing specialized support for a vendor's specific products and services, often the final point of escalation for complex issues.Deep Technical Resolution: Troubleshooting and resolving software issues that L3 teams cannot resolve.Collaboration with Product Teams: Working closely with...

  • Application Support Engineer

    2 days ago

    Bengaluru, Karnataka, India Infogain Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    ROLES & RESPONSIBILITIESKey ResponsibilitiesVendor-Level Support: Providing specialized support for a vendor's specific products and services, often the final point of escalation for complex issues.Deep Technical Resolution: Troubleshooting and resolving software issues that L3 teams cannot resolve.Collaboration with Product Teams: Working closely with...

  • Application Support Engineer

    4 days ago

    Bengaluru, Karnataka, India Infogain Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    ROLES & RESPONSIBILITIESAdvanced Troubleshooting:Diagnose and resolve complex software and system issues escalated from L1 support, requiring deeper technical expertise.Incident & Problem Management:Take ownership of incidents from investigation to resolution, including performing root cause analysis to prevent recurrence.Application Monitoring &...

  • Application Support Engineer

    2 days ago

    Bengaluru, Karnataka, India ABI Health Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Title : Application Support EngineerJob DescriptionWe are looking for an Application Support Engineer to join our team. The ideal candidate should be flexible to work in a 24/7 shift environment, possess strong communication and troubleshooting skills, and be able to quickly adapt to new tools, technologies, and processes. This role involves handling...

  • Application Support Engineer

    1 week ago

    Bengaluru, Karnataka, India Consilio LLC Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    About company:Consilio stands as the global leader in eDiscovery, document review, flexible legal talent, and legal advisory & transformation consulting services. With its Consilio Complete suite of capabilities, the company empowers multinational law firms and corporations using innovative software, cost-effective managed services, and deep legal and...

  • Application Support Engineer

    2 days ago

    Bengaluru, Karnataka, India ABI Health Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Title : Application Support EngineerJob Description : We are looking for an Application Support Engineer to join our team. The ideal candidate should be flexible to work in a 24/7 shift environment, possess strong communication and troubleshooting skills, and be able to quickly adapt to new tools, technologies, and processes. This role involves...

  • Application Support Engineer

    1 week ago

    Bengaluru, Karnataka, India Consilio LLC Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    OverviewAbout company:Consilio stands as the global leader in eDiscovery, document review, flexible legal talent, and legal advisory & transformation consulting services. With its Consilio Complete suite of capabilities, the company empowers multinational law firms and corporations using innovative software, cost-effective managed services, and deep legal...

  • Applications Support Engineer

    4 days ago

    Bengaluru, Karnataka, India nVent Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    We're looking for people who put their innovation to work to advance our success – and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions.WHAT YOU WILL EXPERIENCE IN THIS POSITION:Understand the challenges faced by prospects, customers, and the industry in...

  • Application Support Engineer

    1 week ago

    Bengaluru, Karnataka, India Qrata Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Description : Role : Application Support Engineer - Informix. Mandatory Skills : - Informix, Embedded C, ISAM, ESQL, AWK Script, Programming C.Experience : Years.Notice Period : - Immediate30 Days. Primary Responsibilities : - Provide technical support for applications built on the Informix database platform. -...

  • Application Support Engineer

    1 week ago

    Bengaluru, Karnataka, India Augnito Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Application Support - JDAbout Us: is the next gen Voice AI powering the healthcare industry. Augnito empowers medical professionals and streamlined clinical workflows with cloud-based, AI speech recognition that offers ergonomic data entry with 99% accuracy, without the need for voice profile training, from any device, anywhere.From the outset, Augnito was...