Support Engineer — Enterprise Applications

Department: Enterprise Applications

Location: Mumbai or Chennai

Employment type: Permanent, full-time

Experience: 2–3 years

Reports to: [Manager / Team Lead] (edit)

About the role

You'll be the person who keeps our business applications running for a global workforce. Half the job is administration — users, access, configuration, routine changes across a set of SaaS platforms. The other half is troubleshooting — when something breaks or behaves oddly, you dig in, find the cause, fix it or route it to the right place, and follow it through to closure.

You'll work across four groups of applications:

● CRM and expense: HubSpot, SAP Concur

● Project and engineering tooling: Jira, GitLab, ClickUp, Bitbucket

● Learning: Learnovate

● In-house applications — newly built internal apps where you'll own role and access management, plus debugging, deployment support, and occasional data fixes

This is a hands-on role for someone who likes understanding how systems fit together, not just following a runbook.

What you'll do

Application administration

● Manage user provisioning, roles, permissions, and access reviews across HubSpot, Concur, Jira, GitLab, ClickUp, Bitbucket, and Learnovate

● Handle configuration changes — workflows, fields, pipelines, project templates, approval rules, course assignments — against approved requests

● Keep admin documentation, access matrices, and configuration records current

● Coordinate with vendors on tickets, upgrades, and release notes; test changes before they hit users

In-house application administration

● Act as the administrator for newly developed internal applications as they go live — set up roles, assign and revoke access, and maintain the role-to-permission mapping

● Run periodic access reviews with application owners; remove stale access and flag privilege creep





● Work with developers during handover so admin functions, role models, and access procedures are documented before the app reaches users

● Be the first point of contact for access requests and role changes on these apps

Support and troubleshooting

● Own L1/L2 tickets end to end: triage, reproduce, diagnose, fix or escalate, and close with a clear resolution note

● Debug application issues using logs, error traces, and browser/network tools; distinguish user error from configuration from genuine defects

● Write and run basic SQL to investigate data issues, validate fixes, and pull ad-hoc reports

● Track recurring issues and propose permanent fixes rather than repeat workarounds

Deployment and change

● Support deployments of in-house applications: pre-checks, release execution in coordination with developers, post-release validation, rollback if needed

● Follow change-management process — raise, document, get approval, execute, confirm

● Maintain environment awareness (dev / UAT / prod) and never test in production

Integrations and system understanding

● Understand how the applications connect — SSO, APIs, data flows between HubSpot, Concur, Jira, and the rest — well enough to trace a problem across system boundaries

● Support integration monitoring and first-line investigation when a sync or handoff fails

What we're looking for

Must have

● 2–3 years in application support, IT operations, or a similar hands-on technical role

● Administrator-level experience in at least two of: HubSpot, SAP Concur, Jira,



GitLab, ClickUp, Bitbucket, or a comparable LMS

● Working SQL — SELECTs with joins, filters, and aggregations; comfortable reading a schema

● Understanding of role-based access control — how to design a sensible role model, apply least privilege, and keep access auditable

● Practical debugging skills: reading logs, isolating variables, reproducing issues methodically

● Exposure to deployment processes, version control (Git), and environment separation

● Explicit written communication — ticket notes, user updates, and handover documents that someone else can act on

● Comfortable working with users at all levels and with global teams across time zones

Nice to have

● Atlassian or HubSpot certifications

● Scripting for automation (Python, PowerShell, or Bash)

● Exposure to REST APIs, webhooks, or iPaaS tools

● ITIL Foundation or experience in an ITSM-driven environment

● Experience supporting SaaS platforms in a multi-country organisation

How you'll work

● Ticket-driven, SLA-aware, with clear ownership from first response to closure

● Documentation is part of the job, not an afterthought

● You ask "why did this happen" before "how do I make it go away"

● You flag risks early — access gaps, unsupported workarounds, undocumented config — rather than letting them pile up

What success looks like in the first 6 months

● You independently administer the core platforms and the in-house apps without escalation for routine tasks

● Every in-house app you administer has a documented role model and a clean access list

● Ticket resolution times and reopen rates are within team targets

● You've documented at least the top recurring issues and proposed fixes for them

● Developers and business users both see you as the reliable first call when something's off

📌 Pro Hire (Chennai)
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