Application Support Analyst L3 EDI Specialist Job ID App-ETP-Pun-1205 Location Pune The EDI Support Engineer in Application Support plays a critical role in building the capability of Tier 1 analysts to handle EDI-related issues independently The role is focused on creating a self-sufficient support organization by sharing expertise providing guidance and developing documentation that empowers analysts to troubleshoot effectively By serving as the escalation point for complex EDI issues and ensuring high-quality ticketing practices this role helps streamline resolution reduce unnecessary escalations to Engineering and drive a more efficient scalable support experience for the organization This individual should have a deep understanding of the freight lifecycle tendering dispatch tracking settlement which includes ANSI X12 204 210 214 990 998 and 404 along with strong analytical thinking and structured problem solving Location Pune Responsibilities Serve as the escalation point for complex EDI issues Enable Tier 1 analysts to troubleshoot EDI-related issues independently by providing training Pair with analysts who are still developing troubleshooting skills to triage and resolve EDI-related tickets Contribute to existing troubleshooting guides and identify gaps to create new documentation as needed Document common issues and resolution steps that can be handled without escalating to Engineering Audit tickets being escalated to Engineering to ensure they include all necessary context logs and reproduction steps Review escalated tickets and provide guidance until Tier 1 consistently meets quality standards Schedule Given this person will be responsible for training tier 1 analysts and will serve as an escalation point for complex issues we need them around during the CT daytime IST 7 30pm-4 30am ideally during the mid-day shift handoff when most analysts are available for training sessions Development Skills Coding abilities are not required but the ability to distinguish between configuration VAN integration transaction issues and true code defects is essential This ensures that non-code issues can be resolved through client coaching without unnecessary escalation to Engineering EDI Knowledge Knowledge of EDI setup familiarity with EDI transactions in the logistics space is required Requirements 3-5 years of Experience Ready to work in 7 30PM to 4 30AMshifts Ready to work from the office Bachelor s degree in a relevant field or equivalent experience Proven experience in application support preferably in a SaaS environment Experience in international client support Excellent communication skills both written and verbal with the ability to effectively interact with clients team members and senior management Ability to work in a rapid-paced dynamic environment and handle multiple priorities simultaneously Experience in incident management problem-solving and root cause analysis Proficiency in using support management tools and reporting systems Flexibility to work in shifts and provide after-hours support when required Familiarity with ITIL framework and its application in support operations is a plus