Zwayam - Application Support

Job Description

About Zwayam Zwayam is a leading B2B SaaS platform specializing in Applicant Tracking and Recruitment Automation. It serves hiring managers, recruitment teams, interviewers, compensation teams, employee referral programs, recruitment agencies, and candidates by streamlining sourcing, screening, interviewing, and onboarding processes with AI/ML-powered intelligence. The platform integrates seamlessly with HRMS/HCM systems and other recruitment tools to enhance recruitment efficiency and candidate engagement. Job Summary As an Application Support Executive at Zwayam, you will be the first point of contact for users across multiple roles including hiring managers, recruiters, interviewers, compensation teams, recruitment agencies, and candidates. Your primary responsibility will be to provide prompt and effective email-based support via ticketing tools, ensuring smooth recruitment operations by resolving queries, troubleshooting issues, and providing relevant data and solutions within defined SLAs. You will leverage your technical skills in SQL, MongoDB, and debugging web applications built on microservices and APIs to diagnose problems and suggest workarounds. Key Responsibilities Manage and resolve email-based customer support tickets on the Zwayam platform using a ticketing tool, adhering to defined SLAs. Provide timely, accurate, and clear communication to users, demonstrating empathy and a customer-first mindset to ensure customer satisfaction and delight. Troubleshoot and debug issues related to the Zwayam platform, including backend database queries (SQL, MongoDB) and front-end issues involving microservices and APIs. Collaborate with cross-functional teams (development, product, QA) to escalate and resolve complex issues. Assist users in understanding platform features and guide them through workflows for sourcing, screening, interview management, offer management, and onboarding. Support recruitment agencies and employee referral users in uploading candidate profiles and tracking recruitment progress. Maintain detailed records of support interactions and contribute to knowledge base articles and FAQs. Continuously learn new technologies and platform updates to improve support quality and problem-solving capabilities. Maintain a professional and positive demeanour in all customer interactions, fostering trust and long-term relationships. Required Skills and Qualifications 1 to 5 years of experience in email-based customer support or application support roles using ticketing tools. Strong proficiency in SQL and MongoDB for querying and data retrieval. Experience with debugging web applications, especially those using microservices architecture and RESTful APIs. Excellent written and verbal communication skills with the ability to convey technical information clearly. Demonstrated customer empathy, patience, and the ability to handle challenging interactions with a calm and positive attitude. Quick learner with a passion for technology and continuous improvement. Ability to work independently and collaboratively in a fast-paced SaaS environment. Basic understanding of recruitment processes and Applicant Tracking Systems (ATS) is a plus. Preferred Qualifications Bachelors degree in Computer Science, Information Technology, or related field. Familiarity with SaaS platforms and cloud-based applications. Experience supporting HR or recruitment software is advantageous. What We Offer Opportunity to work with a cutting-edge AI/ML-powered recruitment automation platform used by thousands of companies. Collaborative and dynamic work environment focused on innovation and customer success. Career growth and learning opportunities in SaaS application support and product domains. This role is ideal for a technically skilled, customer-oriented professional who thrives on solving problems and delivering exceptional support experiences in a fast-evolving SaaS recruitment technology environment.