Technical Support Engineer

A leading global e-commerce SaaS platform founded in 2011, offering a comprehensive post-purchase experience solution for online retailers. It provides tools for shipment tracking, returns management, delivery analytics, and automated customer engagement. Trusted by thousands of brands worldwide, the platform helps businesses improve customer satisfaction, streamline logistics, and enhance overall delivery experiences.

An Application Support Engineer provides technical support to global SaaS customers, resolves issues via chat and ticketing, and collaborates with Product and Engineering teams to improve the user experience. The role involves analysing recurring problems, understanding system workflows, and contributing to support process improvements in a fast-paced SaaS environment.

Title : Application Support Engineer

Location : Bangalore

Education : Preferred computer science background (preferably B.Tech, M.Tech, BCA, MCA, B.Sc.-IT, M.Sc.-IT)

Experience : 2+ Years

Roles & Responsibilities :

• Deliver timely and empathetic support to customers on platforms like Etsy, Shopify, Amazon, and Groupon Goods.
• Collaborate with Application Support Engineers, Product, and Engineering teams to resolve issues and improve user experience.
• Analyse recurring customer problems and provide actionable insights for product and process improvements.
• Contribute to the development and maintenance of the knowledge base and support documentation.
• Drive process automation and continuous improvement initiatives to enhance support efficiency.
• Investigate system operations, troubleshoot root causes, and share technical learnings with the wider team.

Requirement :

CRM knowledge (HubSpot)is a plus.