Application Support Engineer - SaaS in India, भारत

Application Support Engineer / Technical Support Engineer - SaaS.Location:India.Employment Type:Full-time.Working Hours:2:00 PM - 11:00 PM / 7:30 PM - 4:30 AM / 11:30 PM - 8:30 AM IST.Roster-based shifts aligned to UK and US business https://jobeax.com/link/lWsXBqYrxDQkzjjW assignments may rotate between day and night shifts on a weekly basis, depending on business https://jobeax.com/link/RMP8mq5WYeudezFx must be comfortable working rotating shifts and supporting either UK or US hours as scheduled.Experience:3 - 5 years in application support, technical support, production support, SaaS support, or a developer-adjacent technical https://jobeax.com/link/nWegcEFEwr2MqnUu The Role:We are looking for a technically strong Tier 2 Application Support Engineer to handle complex application issues requiring deeper technical investigation, troubleshooting, data analysis, and coordination with https://jobeax.com/link/QyTNYGYfvjigAoP2 role sits between customer support and software https://jobeax.com/link/RkgR36a8l7fMIrnP engineer will investigate issues, reproduce problems, analyze APIs, logs and data, identify potential root causes, and provide technically complete escalations to Engineering when development involvement is https://jobeax.com/link/Q1uoY5c5LKsY9jyP is primarily an Application/Technical Support role, not a Software Development https://jobeax.com/link/669AWjxuQ1qIYWQQ knowledge is beneficial, but strong troubleshooting, investigation, and technical problem-solving are the primary https://jobeax.com/link/agt1Hg1pGt70EZ7P Responsibilities:- Handle complex technical issues escalated from Tier 1.- Investigate application behavior, data discrepancies, API issues, configuration problems, and potential product defects.- Reproduce customer-reported issues and identify the conditions under which they occur.- Analyze:1. API requests and responses.2. status codes.3. JSON payloads.4. AI Integration.5. Browser/network activity.6. Application logs.7. Database records.8. Monitoring and observability information.- Use SQL to investigate data-related issues and validate application behavior.- Work with tools such as SQL/ Datadog / Databricks, Jira, Zendesk/HubSpot, and related platforms.- Determine whether an issue is related to configuration, data, user behavior, product behavior, or a potential software defect.- Create technically complete escalations for Engineering/R&D.- Provide clear reproduction steps, evidence, logs, queries, screenshots, and other relevant technical information.- Coordinate with Engineering through investigation and resolution.- Provide timely updates to customers and internal stakeholders based on issue severity.- Work within defined high, medium, and low severity investigation and escalation timelines.- Support Tier 1 team members with complex technical troubleshooting.- Identify recurring issues and contribute to root-cause analysis.- Create and maintain troubleshooting guides and internal technical documentation.- Identify opportunities to automate repetitive support activities and responses.- Participate in customer calls when deeper technical troubleshooting is https://jobeax.com/link/0XodNN5dLVwUz2NN Skills & Qualifications:- 3 - 5 years of experience in Application Support, Technical Support, Production Support, SaaS Support, or a similar technical role.- Strong troubleshooting and debugging ability.- Good understanding of web applications.- Strong understanding of:1. REST APIs.2. JSON.4. API troubleshooting.- Practical SQL experience, including:1. SELECT.2. JOINs.3. GROUP BY.4. AI Integration.5. Filtering.6. Aggregations.7. Data investigation.- Experience using browser Developer Tools and network inspection.- Experience investigating application logs or monitoring information.- Experience with Jira or similar issue-management tools.- Experience with Zendesk, HubSpot, or similar support platforms is preferred.- Excellent written and spoken English.- Ability to explain technical issues clearly to both technical and non-technical stakeholders.- Strong ownership of technical issues from investigation through escalation and https://jobeax.com/link/XLyDzTskjw9djQ4G to Have:- Experience with Datadog or similar observability platforms.- Experience with Databricks or similar data platforms.- Postman/API testing experience.- Basic JavaScript or Python/scripting knowledge.- Understanding of authentication/SSO concepts.- Cloud/platform fundamentals.- Git familiarity.- Experience with data-heavy SaaS applications.- Experience supporting GovTech or public-sector https://jobeax.com/link/rMUqFdRTqWtyp1VO Candidate:- Strong in technical troubleshooting.- Analytical and data-driven.- Comfortable investigating unfamiliar problems.- Strong with APIs and SQL.- Able to reproduce and isolate issues.- Comfortable working with logs and monitoring data.- Strong at technical documentation.- Able to communicate clearly with customers and Engineering.- Resourceful rather than checklist-driven.- Comfortable working in an SLA-driven support environment.Skills:troubleshooting, saas, api. (ref:hirist.tech)