You will own customer-reported issues end to end: reproduce them, isolate the root cause, resolve what can be resolved through configuration or guidance, and hand the rest to Engineering with a diagnosis sharp enough that they can start fixing instead of starting to investigate. You are the person who makes the difference between a bug report that says 'enrollment is broken for this customer' and one that says 'enrollment fails when a training plan has sequencing enforced and the learner holds a prior exempted module, here is the reproduction path, here are the three affected tenants, here is the query that identifies them. '

Take ownership of escalated customer issues across the platform: enrollments, training plans, compliance and certification workflows, ILT and virtual classroom sessions, content playback (SCORM, xAPI, AICC, cmi5), reporting and analytics, notifications, mobile, and integrations.

Establish what configuration is, what data is, what is expected behaviour that the customer did not expect, and what is a genuine defect.

Query production data (read-only) to quantify blast radius: how many learners, which tenants, since when, and under what conditions.

Resolve issues directly where the fix is configuration, data correction, workflow redesign, or customer enablement.

Write customer-facing responses that a non-technical LMS administrator can act on: what happened, what the impact is, what we are doing, what they need to do, and by when.

Run live troubleshooting sessions with customer administrators and IT teams, including screen shares with enterprise security and identity teams.

Package defects for Engineering with a reproduction path, setting details, affected versions and tenants, log evidence,



expected versus actual behaviour, and a stated hypothesis on root cause.

Identify recurring issue patterns and drive them to permanent elimination: product change, documentation gap, onboarding defect, or default configuration problem.

You will have a direct line to Product Management and your input is expected to be substantiated with data, not anecdote.

Your defect reports are accepted by Engineering without a round trip for missing information.

Your average escalated-to-Engineering rate is falling because you are resolving more at source. You have shipped knowledge articles or runbooks that measurably reduce repeat issues. You are trusted to speak directly to enterprise customers during a severity incident without supervision.

5 to 8 years in technical support, application support, product support engineering, or solutions engineering for a B2B SaaS or enterprise software product. Consumer support and pure L1 experience will not transfer.

- Working SQL. Written English strong enough for direct communication with enterprise customers in EMEA and North America.
- Prior experience with an LMS, LXP, HCM, or talent management platform (Cornerstone, Docebo, Absorb, SuccessFactors Learning, Workday Learning, Saba, or similar).

Enterprise integration experience: SAML and OIDC single sign-on, SCIM provisioning, HRIS data feeds, webhooks, and file-based imports.

Exposure to BI or reporting tools (Superset, Tableau, Power BI) and the ability to validate a reporting discrepancy against source data.

Experience supporting multi-tenant SaaS, including the reasoning required to separate tenant-specific configuration issues from platform defects.

BE, BTech, MCA, or equivalent technical education.

📌 IT Engineering Application Support (Permanent) (Chennai)
🏢 ExpertusONE
📍 Chennai