Application Support Engineer

Application Support Engineer

Our Client:

Title: Application Support Engineer

Location: Bangalore

Education: Preferred computer science background (preferably B.Tech, M.Tech, BCA, MCA, B.Sc.-IT, M.Sc.-IT)

Experience: 2+ Years

About the Role:

Roles & Responsibilities:

• Deliver timely and empathetic support to customers on platforms like Etsy, Shopify, Amazon, and Groupon Goods.
• Collaborate with Application Support Engineers, Product, and Engineering teams to resolve issues and improve user experience.
• Analyse recurring customer problems and provide actionable insights for product and process improvements.
• Contribute to the development and maintenance of the knowledge base and support documentation.
• Drive process automation and continuous improvement initiatives to enhance support efficiency.
• Investigate system operations, troubleshoot root causes, and share technical learnings with the wider team.

Requirement:

• 2+ years in Technical/Application Support for SaaS, e-commerce, or enterprise software, preferably in 24x7 global support.
  
• Strong understanding of B2B SaaS products, customer lifecycle, SLAs, KPIs, and support best practices.
• Proficient with ticketing/helpdesk tools (Freshdesk, Zendesk, Salesforce, ServiceNow); CRM knowledge (HubSpot) is a plus.
• Familiarity with APIs, Webhooks, API testing tools, and basic coding skills (Python, JavaScript) is advantageous.
• Analytical, proactive, tech-curious, with excellent communication skills and willingness to work rotational shifts in a global support environment.

About Hireginie: