Senior Application Support Engineer

Role & responsibilities:

• Troubleshoot and resolve functional and technical issues for enterprise SaaS applications, ensuring timely resolution within defined SLAs.
• Own the complete support lifecycle by managing incidents from ticket creation through resolution, while maintaining accurate documentation in the ticketing system.
• Provide excellent customer support by communicating effectively with global clients via phone, email, and virtual meetings, ensuring a high level of customer satisfaction.
• Collaborate with cross-functional teams, including Product, Engineering, and QA, to investigate complex issues, perform root cause analysis, and implement permanent fixes.
• Support continuous service improvement by identifying recurring issues, participating in UAT, creating knowledge documentation, and working in a 247 rotational support environment as required.

Preferred candidate profile:

Were looking for someone with around 3 to 4 years of experience in supporting SaaS or cloud-based applications.

This role involves handling both functional and technical issues on our eProcurement platform and ensuring smooth operations for global clients.

You will be the key point of contact for troubleshooting, communicating with clients through email, calls, or Webex, and coordinating with internal teams like product and engineering for complex issues.

Were looking for someone whos strong in problem-solving, communication, and documentation, with hands-on experience using ticketing tools and Excel.

Since this is a global support role, you should also be open to working in rotational shift.

Interested candidates are invited to attend our Virtual / Video call interview on 7th September.

If your experience matches the role, please share your updated resume by applying to this post or send it to [email protected] with the subject line: "Senior Application Support Engineer (5th September) - GEP.