Application Support Engineer / Technical Support Engineer – SaaS
Location - India

Employment Type - Full time

Working Hours - 2:00 PM – 11:00 PM / 7:30 PM – 4:30 AM / 11:30 PM – 8:30 AM IST

Roster-based shifts aligned to UK and US business hours. Shift assignments may rotate between day and night shifts on a weekly basis, depending on business requirements. Candidates must be comfortable working rotating shifts and supporting either UK or US hours as scheduled.

Experience

3–5 years in application support, technical support, production support, SaaS support, or a developer-adjacent technical role.

About the Role

We are looking for a technically strong Tier 2 Application Support Engineer to handle complex application issues requiring deeper technical investigation, troubleshooting, data analysis, and coordination with Engineering.

This role sits between customer support and software engineering. The engineer will investigate issues, reproduce problems, analyze APIs, logs and data, identify potential root causes,



and provide technically complete escalations to Engineering when development involvement is required.

This is primarily an Application/Technical Support role, not a Software Development role. Coding knowledge is beneficial, but strong troubleshooting, investigation, and technical problem-solving are the primary requirements.

Key Responsibilities
- Handle complex technical issues escalated from Tier 1.
- Investigate application behavior, data discrepancies, API issues, configuration problems, and potential product defects.
- Reproduce customer-reported issues and identify the conditions under which they occur.
- Analyze:
- API requests and responses
- HTTP status codes
- JSON payloads
- AI Integration
- Browser/network activity
- Application logs
- Database records
- Monitoring and observability information
- Use SQL to investigate data-related issues and validate application behavior.
- Work with tools such as SQL/ Datadog / Databricks, Jira, Zendesk

📌 Application Support Engineer (India)
🏢 Nine hertz India
📍 India