Senior Application Support Analyst India

InvGate co; India; On-site; INR 600,000 - 1,200,000; Full time

Job summary

InvGate is seeking an Application Support Analyst to join our team. This client-facing role focuses on helping partners and customers maximize value from our platform, troubleshooting integrations, authentication flows, automation workflows, APIs, and overall platform behavior.

You will work with IT administrators and enterprise customers to resolve complex issues, perform advanced troubleshooting, and provide technical consulting while collaborating with Development and Customer Success teams.

Qualifications

• 3+ years of experience supporting SaaS or complex enterprise applications for external users.
• Excellent English communication skills (C1 level or higher).
• Ability to work with overlap to EMEA/APAC business hours, with shifts starting around 6am IST.
• Experience troubleshooting integrations, authentication flows, automation workflows, and APIs.
• Strong troubleshooting and analytical skills; comfortable digging into logs and application behavior.

Responsibilities

• Advanced Troubleshooting: act as the primary technical point of contact for external clients, diagnosing and resolving complex application issues.
• Technical Consulting: guide clients on best practices for platform integration, workflow optimization, and feature usage.
• Cross-functional Collaboration: work with Development and Customer Success teams to resolve client requests and improve the product.

Skills

SaaS support

Customer communication

Troubleshooting

Log analysis

API testing

Cross-team collaboration

Tools

Active Directory

LDAP

Windows

Linux

Apache

SQL

Postman

Insomnia

cURL

Job description

InvGate is a growing SaaS company focused on IT Asset Management (ITAM) and IT Service Management (ITSM), helping more than 1,600 organizations across 60+ countries streamline their IT operations and service delivery.

To support our continuous growth, we are looking for an Application Support Analyst to join our team. This is a client-facing role focused on helping partners and customers get the most out of our platform by solving complex functional and technical challenges. You’ll work closely with IT administrators and enterprise customers troubleshooting integrations, authentication flows, automation workflows, APIs, and platform behavior.

Some of the role’s responsibilities include:

• Advanced Troubleshooting: Act as the primary technical point of contact for external clients, diagnosing and resolving complex application issues.
• Technical Consulting: Guide clients on best practices for platform integration, workflow optimization, and advanced feature usage.
• Cross-functional Collaboration: Work closely with the Development and Customer Success teams to resolve client requests and improve the product.

You might be a great fit if you:

• Are fluent in English and have excellent written and verbal communication skills (at least a C1 level is required).
• Enjoy working with clients and providing top-level support.
• Have 3+ years of experience supporting SaaS or complex enterprise applications for external users.
• Have strong communication and troubleshooting skills.
• Enjoy digging into application logic and logs to understand the “why” behind an issue.
• Have a passion for learning new technologies and products quickly, adapting to a fast-paced and evolving technical environment.
• Are willing and able to work with overlap to EMEA/APAC business hours, with shifts typically starting around 6am IST .

It’s a big plus if you have experience with:

• Directory Services: Knowledge of Active Directory and LDAP for user authentication and management.
• Environments: Familiarity with Windows and Linux operating systems and experience working within virtualized environments.
• Web Servers & Networking: Administration of Apache and a solid understanding of network connectivity and protocols.
• APIs: Familiarity with RESTful APIs and tools like Insomnia, Postman, or cURL to test endpoints, analyze responses, and diagnose integration issues.
• Databases: Ability to write and execute SQL queries to perform data analysis required for the troubleshooting process.