Application Support Engineer in Bangalore, भारत

Qualifications & Experience Required:

• 2-5 years of experience in CRM platform configuration/support preferably Salesforce/OKTA.
• Experience in ITIL & ITSM processes and ticketing tools, preferably ServiceNow.
• Experience in Cloud Computing Platforms, preferably AWS.
• Strong communication and analytical skills (rating of 4 or above on a scale of 1-5).
• Experience with data correction and management tools (Salesforce/OKTA, AWS, Dynatrace)
• Experience in working with APIs to troubleshoot and debug web-based issues effectively. Leverage API development tools, such as POSTMAN, to test and validate API endpoints, ensuring seamless integration and functionality.
• Exceptional ability to provide front-end support to internal departments and web-based clients.
• Proficiency in MS Office, SQL and database management.
• As a Technical Support team member, responsible for unit testing, bug identification, and data migration for applications deployed on the multiple backend platforms.
• Manage the L3 Support Queue to monitor production issues in the application/functionality by creation of JIRAs & track for their closure.
• Familiarity with web technologies (HTML, CSS, JavaScript, JSON).
• Knowledge in front-end and back-end programming languages, such as JavaScript, Python, or .NET.

Preferrable Qualifications & Experience:

• Salesforce Developer or Salesforce Admin certification is a plus.
• AWS certification is a plus.
• SAP ERP knowledge is a plus.
• Proven experience in building LWC components and proficiency in SOQL, Apex, SOAP, and REST APIs.

Roles & Responsibilities:

• Provide technical support for the maintenance and monitoring of our customer-facing portal developed on a CRM platform (Salesforce/OKTA), APIs, and UIaaS web components.
• Support on a rotational shift basis as needed.
• Address customer-reported issues and requests within defined SLAs or escalate to appropriate teams.
• Adhere to support quality processes using ticketing tools (ServiceNow).
• Address various customer requests, including access issues and configuration updates, within defined SLAs.
• This role requires excellent communication skills, as candidates will interact directly with key stakeholders, including customers and internal teams.
• Monitor portal performance data and collaborate with L3/product teams to propose necessary corrections.
• Identify root causes of application errors and escalate serious concerns to management and relevant teams by creation of JIRAs & track for their closure.
• Prepare proper communication to Key Stakeholders & Internal Teams through Yammer.
• Collaborate with various technical and business teams to improve application functionality.
• Ensure effective front-end functionality of application, with necessary collaboration other downstream/back-end application teams.
• Determine causes of application errors, API failures, and address them for resolution.
• Analyze customer data to ensure data quality and confidentiality, preventing breaches.
• Suggest improvements based on analysis of mySchneider Web application/website performance.