Collaboration Application Support Engineer

Jade Global Software Pvt LTD; Hyderabad; On-site; INR 900,000 - 1,200,000; Full time

Benefits offered by this job

Health-related policies

Leave donation policy

Job summary

Jade Global Software Pvt LTD in Hyderabad seeks a Collaboration Application Support Engineer to enhance enterprise collaboration platforms. The role involves managing applications such as Google Workspace, Slack, and Adobe Suite while ensuring high availability and user satisfaction.

The ideal candidate will bring 5–7 years of SaaS application support experience along with strong problem-solving skills and a proactive approach to support and automation initiatives.

Qualifications

• 5–7 years of experience in SaaS Application Support for enterprise collaboration tools.
• Expertise in Google Workspace, Slack, Adobe Suite, and Figma.
• Strong knowledge of incident and change management processes.

Responsibilities

• Provide L2/L3 support for collaboration applications.
• Monitor and resolve incidents within SLA.
• Manage user access and configurations across tools.

Skills

SaaS Application Support

Google Workspace administration

Slack support

Adobe Suite expertise

Figma experience

Automation skills

Incident management

Problem-solving

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Jira

Google Cloud Platform (GCP)

Job description

Collaboration Application Support Engineer - Job Description: We are seeking a skilled and proactive Collaboration Application Support Engineer to support and enhance enterprise collaboration and productivity platforms. The ideal candidate will have hands‑on experience managing, troubleshooting, and optimizing tools such as Adobe, Google Workspace, Slack, Figma, TextExpander, Slido and Lucid Suite, etc. This role involves ensuring high availability, performance and user satisfaction across collaboration platforms, while also contributing to automation initiatives and continuous improvement of support processes. The candidate will work closely with cross‑functional teams, stakeholders and end users to resolve issues, implement enhancements and drive operational excellence.

Key Responsibilities

• Provide L2/L3 support for collaboration and productivity applications.
• Monitor, troubleshoot and resolve incidents, service requests and platform issues within SLA.
• Manage user access, configurations and integrations across tools such as Google Workspace, Slack, Adobe, Figma, etc.
• Perform root cause analysis (RCA) and implement preventive measures.
• Collaborate with vendors and internal teams for issue resolution and upgrades.
• Maintain system documentation, runbooks and knowledge base articles.
• Support platform upgrades, releases and new feature rollouts.
• Ensure compliance with security policies and access controls.
• Identify opportunities for automation and process optimization in support operations.
• Assist in onboarding/offboarding users and manage licenses efficiently.

Required Skills and Experience

• 5–7 years of experience in SaaS Application Support, providing operations and technical support for enterprise collaboration tools.
• Hands‑on experience supporting and administering Google Workspace (Admin Console, Gmail, Drive, Meet), Slack, Adobe Suite, Figma, Lucid Suite and TextExpander.
• Experience with user administration, license management and access control across collaboration platforms.
• Strong knowledge of incident, problem, and change management processes (ITIL practices).
• Experience troubleshooting application issues using logs, monitoring tools and system diagnostics.
• Understanding of SSO, identity and access management (IAM) and security best practices for SaaS platforms.
• Familiarity with API integrations, REST APIs and webhooks used for integrating collaboration tools.
• Experience with scripting or automation (Shell, Python, or similar) to improve operational efficiency.
• Experience with ticketing and service management tools such as ServiceNow and Jira.
• Exposure to cloud platforms such as Google Cloud Platform (GCP) is an added advantage.
• Experience building automation solutions to streamline operational tasks and platform management is a plus.
• Demonstrated ability in vendor management and coordinating communications with external partners.
• Strong verbal and written communication skills; ability to interact with both technical and non‑technical stakeholders.
• Proven ability to handle high‑priority incidents with professionalism and clarity.
• Excellent problem‑solving and analytical thinking.
• Ability to work in a fast‑paced, collaborative environment.
• Strong ownership mindset and attention to detail.
• Experience mentoring junior team members and contributing to team knowledge sharing.

Preferred Qualifications

• Bachelor’s degree or equivalent combination of education plus relevant experience.

Benefits

• Health‑related policies.
• Leave donation policy.