Solution Enabler Analyst

Application Engineer SaaS Application Support

Location: Bengaluru
Experience: 25 Years
Department: Technology

Role Summary
We are looking for an Application Engineer with hands-on experience in SaaS application support, production troubleshooting, application configuration, implementation, and customer onboarding. The role will primarily focus on L2/L3 application support, with exposure to solution enablement and customer implementation.

Key Responsibilities

• Provide L2/L3 application and production support for SaaS applications.
• Troubleshoot application, configuration, integration, API and data-related issues.
• Analyze application logs, API responses, database records and error messages.
• Manage and resolve Jira tickets within defined SLA/TAT.
• Troubleshoot REST APIs, application workflows, configurations and integrations.
• Understand customer requirements and perform application configuration/property changes.
• Support end-to-end implementation, testing/UAT, go-live and post-go-live activities.
• Coordinate with Product, Engineering, DevOps, TAM and Customer Success teams.
• Validate fixes and support new features, enhancements and integrations.
• Identify opportunities for automation and process improvement.

Secondary Solution Enablers & Implementation

• Understand requestor requirements and translate them into application configurations or solutions.
• Perform application configuration and property changes based on approved requirements.
• Participate in end-to-end customer implementation activities, including requirement understanding, configuration, testing/UAT, go-live, and post-go live support.
• Validate fixes provided by Engineering/Product teams and perform appropriate post-fix validation.
• Support new features, enhancements, integrations, and customer-specific requirements.
• Work with internal teams and customers to ensure successful and timely implementation.
• Identify opportunities for automation and process improvements to improve support efficiency and reduce recurring incidents.
• Participate in rotational/on-call support when required.

Must-Have Skills

• 25 years of experience in Application Support / Production Support / SaaS / Solution Engineering.
• Hands-on experience in SaaS application implementation and configuration.
• Strong troubleshooting and analytical skills.
• Good understanding of REST APIs and API troubleshooting.
• SQL and database fundamentals.
• Experience with Jira or ITSM/ticketing tools.
• Ability to read and interpret application logs and error messages.
• Good understanding of web/SaaS applications and workflows.
• Strong communication and stakeholder management skills.

Good to Have
Postman | Linux/Unix | AWS/Azure/GCP | Application Monitoring/Logging | Basic Java/Python/JavaScript | ITIL/ITSM

Education: Bachelor's degree in Computer Science, IT, Engineering or related field.

***Apply Only requirements aligns with you current roles and responsibility. Please do not waste your time and our time.***