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 hours . Shift assignments may rotate between day and night shifts on a weekly basis, depending on business requirements. Candidates 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 role.
About 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 Engineering.
This role sits between customer support and software engineering . The 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 required.
This is primarily an Application/Technical Support role, not a Software Development role . Coding knowledge is beneficial, but strong troubleshooting, investigation, and technical problem-solving are the primary requirements.
Key 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:
- API requests and responses
- status codes
- JSON payloads
- AI Integration
- Browser/network activity
- Application logs
- Database records
- 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 required.
Required 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:
- REST APIs
- JSON
- API troubleshooting
- Practical SQL experience, including:
- SELECT
- JOINs
- GROUP BY
- AI Integration
- Filtering
- Aggregations
- 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 resolution.
Good 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 applications.
Ideal 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