Application Support Engineer - Enterprise SaaS Product - Remote

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!