Application Engineer SaaS Application Support

Location: Bengaluru

Experience: 25 Years

Department: Technology

Role Summary

We are looking for an Application Engineer with hands-on experience in SaaS application support, production troubleshooting, application configuration, implementation, and customer onboarding. The role will primarily focus on L2/L3 application support, with exposure to solution enablement and customer implementation.

Key Responsibilities

- Provide L2/L3 application and production support for SaaS applications.
- Troubleshoot application, configuration, integration, API and data-related issues.
- Analyze application logs, API responses, database records and error messages.
- Manage and resolve Jira tickets within defined SLA/TAT.
- Troubleshoot REST APIs, application workflows, configurations and integrations.
- Understand customer requirements and perform application configuration/property changes.
- Support end-to-end implementation, testing/UAT, go-live and post-go-live activities.
- Coordinate with Product, Engineering, DevOps, TAM and Customer Success teams.
- Validate fixes and support new features, enhancements and integrations.
- Identify opportunities for automation and process improvement.

Secondary Solution Enablers & Implementation

- Understand requestor requirements and translate them into application configurations or solutions.
- Perform application configuration and property changes based on approved requirements.
- Participate in end-to-end customer implementation activities,



including requirement understanding, configuration, testing/UAT, go-live, and post-go live support.
- Validate fixes provided by Engineering/Product teams and perform appropriate post-fix validation.
- Support current features, enhancements, integrations, and customer-specific requirements.
- Work with internal teams and customers to ensure successful and timely implementation.
- Identify opportunities for automation and process improvements to improve support efficiency and reduce recurring incidents.
- Participate in rotational/on-call support when required.

Must-Have Skills

- 25 years of experience in Application Support / Production Support / SaaS / Solution Engineering.
- Hands-on experience in SaaS application implementation and configuration.
- Strong troubleshooting and analytical skills.
- Good understanding of REST APIs and API troubleshooting.
- SQL and database fundamentals.
- Experience with Jira or ITSM/ticketing tools.
- Ability to read and interpret application logs and error messages.
- Good understanding of web/SaaS applications and workflows.
- Strong communication and stakeholder management skills.

Good to Have Postman | Linux/Unix | AWS/Azure/GCP | Application Monitoring/Logging | Basic Java/Python/JavaScript | ITIL/ITSM

Education: Bachelor's degree in Computer Science, IT, Engineering or related field.

Apply Only requirements aligns with you current roles and responsibility. Please do not waste your time and our time.

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