PARTNER CONSULTANT - eCommerce Application Support

Happiest Minds Technologies; Bengaluru; Sur place; INR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

Happiest Minds Technologies in Bengaluru is seeking a Senior SaaS Support Engineer II with 5+ years of technical troubleshooting and customer support experience. Knowledge of ticketing systems (Zendesk, JIRA, ServiceNow) and Grafana for real-time monitoring is required.

The role operates during US business hours and requires strong communication and a customer-first mindset. The candidate will document interactions, collaborate with product and engineering teams, and stay updated on product

Qualifications

• Experience in SaaS support function.
• Understanding of web applications and production environments with strong problem solving.
• Experience in ITIL on Incident, Service, and change request.
• Excellent communication skills, both spoken and written.
• Basic knowledge of Wayne Fueling products, dispensers, pay at pump systems, wireless equipment.

Responsabilités

• Maintain detailed documentation of customer interactions, support tickets, and resolutions in our ticketing system.
• Collaborate with product and engineering teams to resolve customer issues and improve product functionality.
• Troubleshoot and diagnose software issues, escalating complex cases to Next Level support as needed.
• Stay updated on product changes and new features to provide informed support and recommendations.
• Utilize Grafana or similar to interpret real-time monitoring and alerts for proactive issue detection.
• Handle customer communications with a customer-first mindset, across US business hours.

Connaissances

SaaS support

Zendesk/Jira

Grafana

Incident management

Communication skills

Customer-focused

Formation

BE/BTech

Outils

JIRA

Zendesk

ServiceNow

Azure Cloud

Description du poste

Job Description

Job Description Brief We are seeking a dedicated Senior SaaS Support Engineer with 5+ years of experience in technical troubleshooting, customer support, and SaaS applications. The ideal candidate will have strong problem-solving skills, proficiency with ticketing systems like Zendesk and JIRA, and a customer-first mindset to ensure exceptional service delivery. He/She should be able to handle the customer through calls.. This position operates within US Business hours. Position Title Senior Support Engineer II - SaaS Number of Positions 1

Key Responsibilities

• Maintain detailed documentation of customer interactions, support tickets, and resolutions in our ticketing system.
• Knowledge of SaaS solutions/applications and web technologies.
• Experience using Grafana or similar to interpret real‑time application monitoring and alerting based on various metrics and logs, including using log data to troubleshoot issues, and proactively identifying potential issues before they impact customers.
• Collaborate with cross‑functional teams, including product and engineering, to resolve customer issues and improve product functionality.
• Stay updated on product changes, new features, and industry trends to provide informed support and recommendations.
• Troubleshoot and diagnose software problems, escalating complex issues to Next Level support as needed.
• The ideal candidate will possess strong problem‑solving skills, excellent communication abilities, and a customer‑first mindset, ensuring that our Customers receive the highest level of support.
• Familiarity with ticketing systems ( JIRA, Zendesk, ServiceNow) Good to have knowledge of Azure Cloud or any other cloud concept.

Educational qualification BE/BTech Experience: 4+ Skills Required

• Experience in SaaS Support function
• Understanding of Web application and production environment with high problem solving skill.
• Experience in ITIL on Incident, Service, and change request
• Excellent communication skills, both spoken and written
• Good to have, Basic knowledge of various Wayne Fueling products,Dispeners, Pay at pump payment systems, Wireless equipment

Work Location DIIC Bangalore PTS Working in Shift Yes 24X7 Model Contract duration 1 Year (Can be extended as per the OPCO approval)

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.