Application Support Specialist – Publishing Platforms

MOLECULAR CONNECTIONS; Bengaluru; Hybrid; INR 600,000 - 800,000; Full time

Job summary

A leading publishing technology company seeks an Application Support Specialist to provide first-line support for enterprise software products in the publishing industry. The role requires excellent communication skills, a degree in a relevant field, and experience in customer support. Candidates should be detail-oriented and familiar with SaaS platforms and troubleshooting techniques. This is a hybrid position based in Bengaluru, Karnataka, offering the chance to work with international clients, particularly from Europe.

Qualifications

• 1+ years of experience in a helpdesk or technical support role.
• Strong understanding of SaaS platforms and troubleshooting techniques.
• Excellent verbal and written communication skills in English.

Responsibilities

• Serve as the first point of contact for customers encountering issues.
• Troubleshoot user issues related to editorial workflows and content publishing.
• Document all support interactions and maintain accurate ticket records.

Skills

Software troubleshooting

Customer support

Communication skills

Digital technologies understanding

AI tool usage

Education

Bachelor’s or Master’s degree in a relevant field

Tools

Jira Service Desk

Freshdesk

Zendesk

Confluence

Job description

Application Support Specialist – Publishing Platforms

Job Posted On: February 1, 2026

• Full Time , Hybrid , On-site , Remote

We are seeking a detail-oriented and proactive Application Support Specialist to provide first-line support for enterprise software products used in the academic and professional publishing industry.

This role involves assisting editors, authors, reviewers, production teams, and publishing professionals with day-to-day technical issues, guiding them through platform functionalities, and escalating complex problems to higher support tiers when needed.

The ideal candidate will have a background in publishing workflows, digital platforms, or content management systems, a strong grasp of digital technologies, and a genuine interest in supporting users working with manuscript submission systems, peer review platforms, editorial workflows, and content publishing tools.

• Bachelor’s or Master’s degree in any technical, communication, publishing, or related field.
• Strong understanding of computer technologies, SaaS platforms, and troubleshooting techniques.
• 1+ years of experience in a helpdesk, product support, or L1 technical support role.
• Excellent verbal and written communication skills in English.
• Experience supporting or communicating with international clients, especially from European regions.
• Familiarity with support ticketing and service desk tools such as:
  • Jira Service Management / Jira Service Desk
  • Redmine
  • Freshdesk
  • Zendesk
  • Zoho Desk
• Ability to effectively use AI tools (e.g., ChatGPT or other LLMs) to draft customized responses, create reply templates, and improve the quality and consistency of customer communications.
• Basic understanding of structured editorial workflows and publishing lifecycle processes.

Preferred

• Experience supporting software products in academic publishing, scholarly communication, or content management domains.
• Familiarity with manuscript submission systems, peer review platforms, or journal management tools.
• Ability to manage support for multiple products or modules simultaneously.
• Experience creating and maintaining support documentation, knowledge bases, and FAQs.
• Familiarity with tools and formats such as:
  • Confluence (for documentation)
  • Microsoft Excel / Google Sheets
  • File formats like CSV, JSON, or XML
  • Remote support tools (e.g., TeamViewer, AnyDesk)

EXPERIENCE

1+ years in a support or helpdesk role

• Serve as the first point of contact for customers encountering issues with publishing and editorial management applications.
• Provide prompt and professional responses to support tickets, emails, or chat queries.
• Troubleshoot common user issues related to manuscript submission, peer review, editorial workflows, and content publishing.
• Guide users through platform features with clear, step-by-step instructions.
• Document all support interactions and maintain accurate ticket records.
• Take ownership of complex issues by coordinating with product and engineering teams, ensuring thorough documentation, follow-up, and timely resolution.
• Contribute to the internal knowledge base by creating solution articles, how-to guides, and FAQs.
• Monitor support queues and ensure timely resolution in line with defined SLAs.
• Collaborate with internal teams to identify recurring issues and suggest usability improvements.
• Work with users from different European countries, using translation tools and AI tools to interpret issues or documentation when content is not in English.