Application Support Engineer

Job Summary

We are seeking a Application Support Engineer to join our dynamic Product Support Team. The ideal candidate will act as the technical bridge between our clients, internal engineering, and product teams — ensuring seamless product performance, issue resolution, and customer satisfaction.

Key Responsibilities

• Serve as the first line of technical support for our SaaS products, handling client queries and incidents efficiently.
• Troubleshoot and resolve complex technical issues related to APIs, integrations, and backend services.
• Collaborate with Product and Engineering teams to identify, replicate, and escalate critical product bugs.
• Conduct root cause analysis and provide permanent resolutions or documented workarounds.
• Assist clients with configuration, deployment, and performance optimization of our products.
• Document support cases, known issues, and resolutions in the internal knowledge base.
• Maintain SLA adherence and ensure timely communication with clients.
• Participate in product improvement discussions based on client feedback and recurring issues.

Qualifications

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