- Act as the first line of functional support for the assigned vertical, minimising escalation of queries to developers.
- Own all tickets raised in JIRA end-to-end - provide first-level functional resolution and manage each tickets lifecycle, prioritisation, status and customer communication within SLA.
- Reproduce, diagnose and resolve functional and configuration issues; escalate to technical / L3 only items that need bug fixing, code changes or production data-level fixes - with full context and the steps already tried.
- Meet agreed response and resolution SLAs; flag at-risk tickets early and follow the escalation procedure strictly.
- Document, manage and share critical application and industry knowledge - troubleshooting steps, SOPs, FAQs and knowledge-base articles - to drive first-time-fix and ticket deflection.
- Use the available support and AI knowledge tools (e.g. the LRP support assistant) to speed diagnosis and guide users.
- Continuously assess product and training gaps in the allocated vertical and provide structured feedback for improvement.
- Collaborate with the Training team to close documentation gaps; review ticket trends and recommend training and root-cause actions.
- Participate actively in rotational cross-training for comprehensive functional (and basic technical) coverage.
- Where the engagement is 24 7, work a rotational shift pattern with clean shift handovers.
Requirements
- Proficiency in English, with excellent communication and presentation skills.
- A Bachelor's degree in a related field preferred.
- 5+ years in application / functional support, ideally as a super-user of a liner or maritime application.
- Working knowledge of the full liner business cycle,
or clear command of at least one vertical workflow to explain / train.
- Strong analytical and problem-solving skills.
- Familiarity with ITIL practices (incident, problem, request) and knowledge management; experience working to SLAs.
- Experience with ERP systems; JIRA or an equivalent ticketing tool is a must.
- Basic SQL / data-investigation ability is an advantage for faster diagnosis.
- Ability to prepare reports and present the case to customers.
- Ability to give and accept critical feedback for self-improvement.
- Consistent work track record (no frequent job changes).
- Expert knowledge of Liner Ship Management is advantageous.
Preferred Experience
- Prior involvement with the LRP application.
- Hands-on experience as a functional expert.
- Knowledge of shipping processes and industry-specific software applications.
- Experience supporting users from diverse cultural backgrounds.
- Experience in a dedicated and / or 24 7 client-support model.
Key Performance Indicators
- SLA attainment - response and resolution within target.
- First-time-fix and ticket-deflection rates; a controlled escalation rate to L3.
- Quality and completeness of escalations (diagnosis, steps, context).
- Knowledge-base contributions and documentation upkeep.
- Customer satisfaction (CSAT) for application support.
Personal Attributes
- Strong customer-oriented mindset with an exceptional service focus.
- Ability to prioritise tasks effectively in a fast-paced environment.
- Solid teamwork, collaboration and interpersonal skills.
- Continuous learner - adaptable and proactive.
- Detail-oriented with strong organisational skills.
- Immediate joining preferred; maximum notice period of 30 working days.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
📌 Application Support Engineer (Chennai)
🏢 Solverminds Solutions and Technologies
📍 Chennai
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