Application Support Analyst

Aziro; Bengaluru; A distancia; INR 480.000 - 640.000; Jornada completa

Descripción de la vacante

Aziro is seeking an experienced L1 Customer Support Specialist II to join our team. This offsite, home-based role will support the MaintainX SaaS platform, requiring strong product knowledge and the ability to own cases from intake to resolution.

You will troubleshoot web and mobile app issues, gather evidence, and collaborate with Level III teams as needed. Responsibilities include handling live chats and tickets, providing clear troubleshooting steps, and contributing to knowledge-base

Formación

• Two or more years of experience in technical customer support.
• Experience owning customer cases from intake through resolution.
• Strong understanding of web and mobile apps, browsers and OS.
• Analytical and problem-solving skills with a methodical approach.
• Ability to gather technical evidence and write clear escalations.
• Excellent written and verbal communication.
• Experience using Zendesk or Intercom.
• Ability to work independently with distributed teams.

Responsabilidades

• Handle a queue of customer conversations and tickets across urgency levels.
• Troubleshoot product, account access, permissions, and connectivity issues.
• Reproduce problems, gather steps, errors, logs, and environment details.
• Provide structured troubleshooting steps and workarounds.
• Own cases through resolution and confirm customer success.
• Escalate complex issues to Level III or engineering with evidence.
• Maintain accurate ticket notes and documentation.
• Update knowledge-base, guides, and FAQs.
• Identify recurring issues and share patterns with teams.
• Adhere to security, privacy, and data handling requirements.

Conocimientos

Technical support

B2B SaaS

Analytical skills

Communication

Herramientas

Zendesk

Intercom

Descripción del empleo

Job Summary

Location: Offsite (Home-based). Shift: Rotational Shifts. Rotational week-offs. Expected to work for first 3-4 months (9 AM - 5 PM) in EST time. Shift changes quarterly. Contract Duration: 12 months. Experience: 3-5 years of overall experience. 2+ years of relevant experience.

Job Description for L1 Customer Support: This role will support the MaintainX business, a recently acquired Autodesk company, and will work extensively with the MaintainX SaaS platform. MaintainX is a SaaS platform that helps teams manage maintenance work orders, reduce downtime, and streamline asset workflows. As a Customer Support Specialist II, you will independently resolve a broad range of customer issues requiring deeper product knowledge and technical investigation. You will own cases from initial contact through resolution, communicate clearly with customers, and escalte complex issues with the diagnostic evidence needed for efficient investigation.

Responsibilities

• Intermediate Support Ownership: Resolve customer issues through live chat and ticketing platforms, including Zendesk and Intercom.
• Independently troubleshoot product, account access, authentication, permissions, workflow, browser, mobile-device, connectivity, and application-performance issues.
• Reproduce reported problems and gather relevant details, including reproduction steps, error messages, screenshots, logs, account information, and environment details.
• Provide customers with structured troubleshooting instructions, appropriate workarounds, and clear next steps.
• Own cases through the complete resolution cycle and confirm that the customer can successfully complete the intended task.
• Prioritize cases based on customer impact, urgency, and applicable service-level expectations.
• Recognize when an issue requires Level III, Product, or Engineering involvement.
• Produce complete escalations documenting business impact, expected and actual behavior, reproduction steps, troubleshooting completed, and supporting evidence.
• Maintain accurate ticket notes, categorization, ownership, and resolution documentation.
• Write and update knowledge-base articles, troubleshooting guides, FAQs, and internal support documentation.
• Identify recurring customer issues and share meaningful patterns with senior support specialists and internal teams.
• Follow all security, privacy, access, and customer-data handling requirements.
• What Your Day-to-Day Will Look Like: Manage a queue of customer conversations and tickets across different levels of urgency and complexity.
• Troubleshoot issues that require more investigation than standard first-line guidance.
• Reproduce customer problems and isolate potential causes across different devices and environments.
• Maintain clear and empathetic communication throughout the investigation.
• Keep customers informed when resolution requires additional time or another team's involvement.
• Work with Level III specialists and internal teams on complex technical cases.
• Verify fixes or workarounds and confirm the customer's outcome before closing a case.
• Document lessons learned and contribute to improvements in support procedures.
• Meet quality, productivity, service-level, documentation, and customer-experience expectations.

Requirements

• Two or more years of experience in technical customer support, preferably supporting a B2B SaaS product.
• Experience independently owning customer cases from intake through resolution.
• Strong understanding of web and mobile applications, browsers, operating systems, account access, permissions, and basic networking concepts.
• Strong analytical and problem-solving skills, with a methodical approach to investigating issues.
• Ability to gather technical evidence and create clear, actionable escalations.
• Excellent written and verbal communication, including the ability to explain technical concepts to non-technical customers.
• Strong case-management, documentation, and organizational skills.
• Experience using Zendesk, Intercom, or comparable support platforms.
• Ability to work independently while collaborating effectively with distributed teams.
• Commitment to continuous learning and support-process improvement.

Preferred Qualifications

• Experience troubleshooting SaaS integrations, APIs, logs, or data-synchronization issues.
• Experience supporting enterprise or operational-software customers.
• Familiarity with maintenance, manufacturing, facilities, or asset-management workflows.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.