Application Support Engineer

Role Overview

As part of the Marketo Support team, you will act as a Technical Support Engineer for online customers. Your primary responsibility is to deliver fast, friendly, and high-quality customer support. You will troubleshoot technical issues, advocate customer needs internally, and contribute to the ongoing improvement of our service standards.

Key Responsibilities

• Deliver exceptional customer support while ensuring case management, SLAs, and CSAT targets are met.
• Diagnose, troubleshoot, and resolve technical and business challenges in a timely manner.
• Advocate for customer needs and priorities within internal teams.
• Develop expertise in specific functional and technical areas of Marketo technology.
• Communicate clearly and professionally with customers in both written and verbal formats.
• Maintain complete and accurate documentation within the case tracking system.
• Share best practices to improve the support team's overall quality and efficiency.
• Contribute to the knowledge base by documenting solutions and insights.
• Participate in a 24x7 rotational support team.

Required Skills & Experience

• Bachelor's degree in a technical discipline.
• Minimum 1 years of hands-on experience diagnosing and resolving issues in complex software environments.
• Prior experience in Technical Support or Implementation for enterprise software—ideally SaaS applications such as Marketing Automation, CRM, PRM, or SFA tools.
• Strong organizational skills with the ability to multitask, prioritize, and coordinate across teams.
• Excellent communication skills—written, verbal, and presentation—with the ability to simplify complex concepts.
• Strong analytical and problem-solving capabilities.
• Ability to perform well under pressure and manage high-volume workloads.
• Experience with any of the following is a plus:
• Database: SQL
• Web Technologies: HTML, JavaScript, CSS, XML, PHP
• Networking: TCP/IP, DNS
• Fluency in multiple languages is an added advantage.
• General cultural awareness for supporting global customers (e.g., accents, regional knowledge, geographical familiarity).

Job Type: Full-time

Pay: ₹400,000.00 - ₹500,000.00 per year

Benefits:

• Provident Fund

Application Question(s):

• This is a 12-month contractual role. Are you comfortable working on a 1-year contract?
• This position requires rotational shifts, including night shifts. Are you comfortable working in rotational and night shifts?
• What is your current CTC?
• What is your expected CTC?
• What is your notice period?

Work Location: In person