Application Support Analyst : L3 [EDI Specialist]

Job ID:

Location:

Responsibilities

• Serve as the escalation point for complex EDI issues .
• Enable Tier 1 analysts to troubleshoot EDI-related issues independently by providing training.
• Pair with analysts who are still developing troubleshooting skills to triage and resolve EDI-related tickets.
• Contribute to existing troubleshooting guides and identify gaps to create new documentation as needed.
• Document common issues and resolution steps that can be handled without escalating to Engineering.
• Audit tickets being escalated to Engineering to ensure they include all necessary context, logs, and reproduction steps.
• Review escalated tickets and provide guidance until Tier 1 consistently meets quality standards.
  

Schedule

• Given this person will be responsible for training tier 1 analysts and will serve as an escalation point for complex issues, we need them around during the CT daytime [IST 7.30pm-4.30am]—ideally during the mid-day shift handoff, when most analysts are available for training sessions.
  

Development Skills

• Coding abilities are not required, but the ability to distinguish between configuration, VAN integration, transaction issues, and true code defects is essential. This ensures that non-code issues can be resolved through client coaching without unnecessary escalation to Engineering.
  

EDI Knowledge

• Knowledge of EDI setup, familiarity with EDI transactions in the logistics space is required.
  

Requirements

• 3-5 years of Experience
• Ready to work in 7.30PM to 4.30AM shifts
• Ready to work from the office
• Bachelor’s degree in a relevant field or equivalent experience.
• Proven experience in application support, preferably in a SaaS environment.
• Experience in international client support.
• Excellent communication skills, both written and verbal, with the ability to effectively interact with clients, team members, and senior management.
• Ability to work in a fast-paced, dynamic environment and handle multiple priorities simultaneously.
• Experience in incident management, problem-solving, and root cause analysis.
• Proficiency in using support management tools and reporting systems.
• Flexibility to work in shifts and provide after-hours support when required.
• Familiarity with ITIL framework and its application in support operations is a plus.