Job Title: App Foundry Support Analyst
Location: Remote/adaptable. India (Pune preferred) or other locations, with required overlap with US Eastern business hours
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 clear 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

📌 Business Analyst or Desktop Support (India)
🏢 Clevanoo
📍 India