Description

You will diagnose and resolve complex application issues across SaaS environments, owning the full lifecycle from triage to durable resolution.

This role is on-site.

Responsibilities

• Investigate and resolve complex customer issues end-to-end, including root cause analysis and delivery of fixes.
• Diagnose problems in application behavior, integrations, data, and platform workflows using logs, metrics, and system tools.
• Maintain high-quality ticket documentation to ensure continuity and transparency for future investigations.
• Collaborate with Engineering, Product, and Client teams during incidents, escalations, and post-incident reviews.
• Identify recurring issues or product gaps and raise them with evidence-based analysis to improve system reliability.

Required Skills

• 3–5 years of experience in technical support, application support, or troubleshooting complex SaaS/platform environments.
• Strong ability to analyze logs, diagnose system behavior, and perform structured root-cause investigations.
• Excellent written communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Experience with Technical Support and Application Support methodologies.
• Proficiency in Troubleshooting complex system issues.
• Bachelor’s degree in computer science, Information Systems, Engineering, or a related technical field.

Key Skills

Education

Any Graduate