Norstella - Application Support Engineer - SaaS Platform

Position : Application Support Engineer

Experience : 5+ Years

Job Type : Full-time

Job Summary :

We are seeking a highly skilled and customer-focused Application Support Engineer with 5+ years of experience in supporting SaaS solutions for international clients.

As a key member of the Technical Support Team, you will serve as a Tier II Engineer, providing expert technical support, configuration assistance, and in-depth product knowledge for Norstella's SaaS platforms and their related integrations.

This role requires a self-starter who can take ownership of complex technical issues, collaborate with cross-functional teams, and provide exceptional service to ensure client satisfaction.

Key Responsibilities :

• Tier II Technical Support : Provide advanced Tier II technical support for Norstella's SaaS platforms and their related integrations, acting as the first point of escalation for client requests.
• Issue Triage and Resolution : Triage incoming technical issues, perform in-depth troubleshooting, and work towards independent resolution. Escalate issues to relevant teams (Cloud Operations, Product Management, Development) when appropriate, using established processes like the SWARM process.
• Problem Ownership : Take full ownership of client technical issues from initial troubleshooting through root cause analysis, resolution, and final communication to the client.
• Knowledge Management : Enhance internal and external knowledge bases by creating effective and clear articles to improve self-service capabilities for both clients and support teams.
• Performance and Metrics : Achieve and maintain targeted case statistics, such as the number of cases closed and issues resolved, in line with established goals.
• Customer Communication : Engage in professional-level conversations with customers to efficiently gather information, troubleshoot problems, and provide clear and concise resolutions to their technical requests.
• Collaboration : Work hand-in-hand with various internal support teams and the established Tier II team to ensure seamless support delivery.

Required Skills & Qualifications :

Preferred Skills :

(ref : hirist.tech)