Job Description

Job Title: L1 Application Support B2B Platform Location: WFO Employment Type: Full-Time Experience Required: 3+ Years Shift: IST or Global Support (based on business needs) Job Summary: We are looking for a proactive and analytical L1 Application Support to provide first-line support for our B2B platform. You will be responsible for diagnosing and resolving basic issues, researching edge cases, and supporting end-users in navigating and utilizing the platform effectively. This role is ideal for individuals with a passion for a B2B platforms, customer service, and problem-solving. Key Responsibilities: Provide L1-level support for users of the B2B platform via tickets, email, or chat. Investigate and resolve platform-related issues such as login errors, data display problems, permission/access concerns, etc. Collaborate with internal teams (L2/Engineering/Product) to escalate and track unresolved issues. Conduct root cause research for recurring queries or bugs and provide insights to improve documentation and processes. Assist in platform configuration and user setup for new clients or use cases. Create and update internal knowledge base articles and FAQs. Monitor support channels and ticket queues to ensure timely issue resolution and SLA adherence. Document detailed problem descriptions, diagnostics, and resolutions in the ticketing system. Perform data validation and basic analytics to support client inquiries and operations. Required Skills & Qualifications: Bachelors degree in Computer Science, Information Technology, or related field. 3+ years of experience in SaaS, platform support, or application troubleshooting. Strong understanding of web applications, user workflows, and browser-based tools. Good written and verbal communication skills for working with global clients and internal teams. Familiarity with ticketing tools like Jira, Zendesk, or ServiceNow. Logical thinker with good debugging and research skills. Preferred Qualifications: Experience supporting enterprise/B2B customers. Knowledge of tools like Postman, Chrome DevTools, or any log analyzer. Exposure to CRM, ERP, or analytics platforms is advantageous. Understanding of Agile workflows and incident lifecycle management. Why Join Us? Be part of a fast-growing platform and support global B2B clients. Learn enterprise-grade tools and platforms. Work alongside cross-functional product and engineering teams. Grow into L2 roles in product support, QA, or solution engineering.