PARTNER CONSULTANT - eCommerce Application Support

Job Description      Job Description BriefWe are seeking a dedicated Senior SaaS Support Engineer with 5+ years of experience in technical troubleshooting, customer support, and SaaS applications. The ideal candidate will have strong problem-solving skills, proficiency with ticketing systems like Zendesk and JIRA, and a customer-first mindset to ensure exceptional service delivery. He/She should be able to handle the customer through calls.. This position operates within US Business hours.Position TitleSenior Support Engineer II - SaaSNumber of Positions1Key Responsibilities

• Maintain detailed documentation of customer interactions, support tickets, and resolutions in our ticketing system.
• Knowledge of SaaS solutions/applications and web technologies.
• Experience using Grafana or similar to interpret real-time application monitoring and alerting based on various metrics and logs, including using log data to troubleshoot issues, and proactively identifying potential issues before they impact customers.
• Collaborate with cross-functional teams, including product and engineering, to resolve customer issues and improve product functionality.
• Stay updated on product changes, new features, and industry trends to provide informed support and recommendations.
• Troubleshoot and diagnose software problems, escalating complex issues to Next Level support as needed.
• The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a customer-first mindset, ensuring that our Customers receive the highest level of support.
• Familiarity with ticketing systems ( JIRA, Zendesk, ServiceNow) Good to have knowledge of Azure Cloud or any other cloud concept.

Educational qualificationBE/BTechExperience:4+Skills Required

• Experience in SaaS Support function
• Understanding of Web application and production environment with high problem solving skill.
• Experience in ITIL on Incident, Service, and change request
• Excellent communication skills, both spoken and written
• Good to have, Basic knowledge of various Wayne Fueling products,Dispensers, Pay at pump payment systems, Wireless equipment

Work LocationDIIC Bangalore PTSWorking in ShiftYes 24X7 ModelContract duration1 Year (Can be extended as per the OPCO approval)