Location: Remote (Pune is preferred)

Duration 6 months+

: App Foundry Support Analyst

Location: Remote/flexible. India (Pune preferred) or other locations, with required overlap with US Eastern business hours

Team: App Foundry Platform Team

Start date: Immediate

Role Overview

We are seeking a Technical Business Analyst / Application Support Analyst to provide first-level support for the App Foundry platform. You will be the first point of contact for App Foundry users. You will respond to support requests, resolve common issues, help users access and upload applications, and keep our knowledge base accurate and current. You will escalate more complex technical issues to the platform's senior technical lead.

This is a hands-on support and enablement role. It suits someone who enjoys solving user problems, communicates clearly with technical and non-technical audiences, and takes ownership of documentation quality. It is not an engineering or automation development role.

Key Responsibilities

- First-level platform support: Serve as the first line of support for App Foundry users. Triage incoming requests, resolve common issues, and route complex cases to the appropriate escalation point.
- Ticket and channel management: Monitor and respond to requests in Zendesk and Slack within agreed response times. Keep ticket status, notes, and resolution details accurate and up to date.
- Basic troubleshooting: Diagnose routine issues, such as access and permission problems, upload errors, configuration questions, and user-facing errors. Reproduce issues and gather the details needed for effective escalation.
- User onboarding and enablement: Guide users through gaining access to App Foundry and uploading or publishing their applications. Answer "how do I" questions.
- Escalation management:



Escalate complex technical issues to the senior technical lead with explicit context, reproduction steps, and supporting evidence. Follow through until the issue is resolved and communicate updates to users.
- Knowledge management: Create, update, and maintain knowledge articles, FAQs, and how-to guides. Identify recurring issues and turn them into self-service documentation to reduce ticket volume.
- Feedback and continuous improvement: Track common request types and pain points. Share insights with the platform team to inform process and product improvements.

Required Qualifications

- 2–4+ years of experience in application support, technical support, or a technical business analyst role.
- Hands-on experience with ticketing and collaboration tools, ideally Zendesk and Slack.
- Strong troubleshooting skills for web-based applications, including user access and permissions, browser and session issues, and basic error and log review.
- Proven ability to write clear, well-structured knowledge base articles and user guides.
- Excellent written and verbal communication in English, with the ability to explain technical concepts to non-technical users.
- Ability to work reliably during US Eastern Time business hours, with a meaningful overlap.

Preferred Qualifications

- Familiarity with application hosting, low-code/no-code platforms, or internal developer platforms.
- Basic understanding of APIs, SQL, or cloud environments such as AWS, Azure, or GCP.
- Experience supporting internal enterprise users in a fast-paced environment.
- Exposure to ITIL or similar support process frameworks.

Key Attributes

- A customer-first mindset with a focus on resolving requests quickly and well.
- Organized and detail-oriented, comfortable managing multiple open requests at once.
- Self-directed and able to ramp up quickly on a new platform with minimal hand-holding.
- Knows when to resolve an issue directly and when to escalate it.

📌 App Foundry Support Analyst (India)
🏢 Clevanoo
📍 India