Lead Application Support Engineer

Job Title: Lead Application Support Engineer

Company: RunLoyal
Job Type: Full-time | Night Shift | SaaS Industry

About the Company:

RunLoyal is a fast-growing SaaS company based in Atlanta, GA, transforming the pet care industry with innovative technology. We are seeking a Lead Application Support Engineer to join our India-based remote team and support our US customer base.

Key Responsibilities:

• Provide first-line technical support to US customers via phone, email, and chat
• Troubleshoot and resolve complex technical issues
• Collaborate with developers to identify bugs and improve performance
• Create and maintain support documentation and knowledge base
• Stay updated with industry trends and tech best practices
• Work in a 24x7 environment (night shift – US time)

Required Qualifications:

• Bachelor’s in Computer Science / IT / MCA
• 4–5 years of experience in a similar SaaS-based role (preferably US-based support)
• Proficient in MySQL, AWS, and basic Linux
• Excellent communication and analytical skills
• Hands-on experience with ticketing, monitoring, and alerting tools
• Ability to work independently and handle critical issues

Nice to Have:

• Certifications in AWS or SQL
• Experience in 24/7 support environments
• Love for pets and interest in the pet care industry

Benefits:

• Competitive salary and benefits
• Opportunity to work with a growing global tech company
• Fast-paced, fully remote work environment
• Real impact on customer experience and product performance

Cultural Expectations:

• We prioritize the well-being of our pet care providers and the pets they care for. This means being responsive and available when they need us, including holidays, weekends, and occasional late hours.
• We have an unyielding commitment to serving our customers, working diligently until they are fully satisfied.
• We focus on attention to detail and quality in everything we do, ensuring excellence in our products and services.
• We are passionate about building something extraordinary and revolutionizing the pet care industry with our innovative solutions.
• A love for pets is at the heart of what we do.

Our Values:

● Kindness: We assume positive intent, celebrate co-workers' success, avoid toxic behaviors, and call out bad acting when we see it.

● Trust: We are authentic, humble, and empathetic. Empathy is the cornerstone of building trust. And in a world that is certain to be full of change, trust is a requirement

● Fearlessness: We are bold, honest, direct, and candid. We dare to challenge assumptions and push boundaries. And we are not afraid when someone challenges us. If we make mistakes, which we will, they are unique and good opportunities to learn

● Discourse, Not Dissonance: We encourage constructive discourse and welcome challenges. We strive to create an environment where the best ideas rise to the top, and data drives decisions.

● Understanding, Not Consensus: As leaders, we stand firm in our informed convictions until overturned by data. We embrace healthy disagreement but commit to the outcome once a decision is made.

● Ownership: We empower each other to solve problems and take initiative to achieve our goals. We are purposeful and intentional in our thinking, knowing that we are individually accountable for our impact on the company's results.

● Curiosity: We are passionate about learning and constantly seek opportunities to grow and develop. We adapt and mature with the ever-changing landscape of our industry.

Intrested ? Contact @ 6385599102

Job Type: Full-time

Shift:

• Night shift
• Rotational shift
• US shift

Ability to commute/relocate:

• Salem, Tamil Nadu: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you willing to work full-time night shifts (US working hours) in a 24/7 environment

Experience:

• SaaS-based support role: 4 years (Required)