AppZen - Technical Consultant

Job Description

Job Description Key Responsibilities : Customer & Partner Support : Provide prompt and effective 2nd-level technical support, addressing customer and partner inquiries and issues with a deep understanding of our SaaS product. Issue Resolution & Collaboration : Reproduce customer-reported issues, file detailed bug reports, and coordinate closely with Engineering and Operations teams to ensure timely delivery of fixes. Technical Communication : Interact regularly with Engineering, Operations, and cross-functional management on high-profile technical issues, providing clear updates and leadership. Data Analysis & Diagnostics : Analyze and collect critical customer data, including log files, Java stack traces, and thread dumps, to accurately diagnose problems. Knowledge Sharing : Author comprehensive knowledge base articles and actively drive internal knowledge sharing within the product support team. Shift Work : Be ready to work in a 24-5 shift environment to ensure continuous customer support, with occasional off-routine hours as business needs Skills & Qualifications : Experience : 4+ years of experience in a Level 2 technical support role within a SaaS company. Programming & Scripting : Hands-on experience with Java or Python. Databases : Good understanding of Relational Databases and hands-on experience in writing SQL queries. APIs : Good understanding of JSON and web services-based APIs. Log Analysis : Hands-on experience with log analysis tools such as Kibana. Problem-Solving : Strong analytical and problem-solving skills with the ability to quickly understand and debug complex business applications. Communication : Excellent communication skills, both verbal and written, for effective customer interaction and internal collaboration. Adaptability : Ability to quickly understand our business applications and adapt to new technologies. (ref:hirist.tech) Show more Show less