Application Support Engineer

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

Work mode- 5 days, WFH (US, UK shift timings)

About the Role : As 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.

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 :

2+ years in Technical / Application Support for SaaS, e-commerce, or enterprise software, preferably in 24x7 global support.

Strong understanding of B2B SaaS products, customer lifecycle, SLAs, KPIs, and support best practices.

Proficient with ticketing / helpdesk tools (Freshdesk, Zendesk, Salesforce, ServiceNow); CRM knowledge (HubSpot) is a plus.

Familiarity with APIs, Webhooks, API testing tools, and basic coding skills (Python, JavaScript) is advantageous.

Analytical, proactive, tech-curious, with excellent communication skills and willingness to work rotational shifts in a global support environment.