Application support Engineer

Job Description: We are seeking an experienced and dedicated Application Support Executive to support operations for a Logistic Domain SaaS (Software as a Service) solution for our US-based client. You will be responsible for providing functional support to internal teams and external clients, troubleshooting issues, and resolving application-related problems in a timely manner. Location: Pune Responsibilities: • Conduct initial issue analysis, reproduce problems in a controlled environment, and examine error logs to identify root causes. • Offer functional assistance to end-users, resolving software-related issues, addressing inquiries, and troubleshooting problems. • Monitor and uphold the performance, reliability, and availability of applications. • Collaborate with cross-functional teams to detect and resolve software defects and system errors. • Perform thorough testing and quality assurance of software applications. • Create documentation for support procedures, system configurations, and issue resolutions (knowledge base) for future reference. • Provide training to end-users on proper application usage and offer ongoing support and guidance. • Assist with application deployment and provide support during the post-deployment phase. • Continuously assess support processes and procedures (SOP), identifying areas for improvement, and implementing best practices to enhance support operations' efficiency and effectiveness. • Ensure compliance with Service Level Agreements (SLAs) by monitoring response and resolution times, tracking performance metrics, and implementing corrective measures as needed. • Resolve application-related incidents by troubleshooting, conducting root cause analysis, and escalating when necessary, minimizing downtime and disruptions to client operations. • Identify opportunities to improve processes within the application support function. Proactively propose and implement enhancements to streamline support processes, increase efficiency, and enhance customer satisfaction. Requirements: • 3-5 years of Experience • Ready to work in 24*7 shifts on rotation • Ready to work from the office • Bachelor's degree in a relevant field or equivalent experience. • Proven experience in application support, preferably in a SaaS environment. • Experience in the logistics domain (preferable) with international client support. • Excellent communication skills, both written and verbal, with the ability to effectively interact with clients, team members, and senior management. • Ability to work in a fast-paced, dynamic environment and handle multiple priorities simultaneously. • Experience in incident management, problem-solving, and root cause analysis. • Proficiency in using support management tools and reporting systems.