Solution Enabler Analyst

Moveinsync Technology Solutions; Bengaluru; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Moveinsync Technology Solutions in Bengaluru seeks an Application Engineer with hands-on SaaS application support, production troubleshooting, configuration, implementation, and customer onboarding to drive L2/L3 support and successful deployments.

You will coordinate with Product, Engineering, DevOps, TAM and Customer Success teams, analyze logs and API data, resolve Jira tickets, and look for automation opportunities to improve support efficiency.

Qualifications

• - 25 years of experience in Application Support / Production Support / SaaS / Solution Engineering.
• - Hands-on SaaS application implementation and configuration.
• - Strong troubleshooting and analytical skills.
• - Good understanding of REST APIs and API troubleshooting.
• - SQL and database fundamentals.
• - Experience with Jira or ITSM/ticketing tools.
• - Ability to read and interpret application logs and error messages.
• - Good understanding of web/SaaS applications and workflows.
• - Strong communication and stakeholder management skills.

Responsibilities

• Provide L2/L3 application and production support for SaaS applications.
• Troubleshoot application, configuration, integration, API and data-related issues.
• Analyze application logs, API responses, database records and error messages.
• Manage and resolve Jira tickets within defined SLA/TAT.
• Troubleshoot REST APIs, application workflows, configurations and integrations.
• Understand customer requirements and perform application configuration/property changes.
• Support end-to-end implementation, testing/UAT, go-live and post-go-live activities.
• Coordinate with Product, Engineering, DevOps, TAM and Customer Success teams.
• Validate fixes and support new features, enhancements and integrations.
• Identify opportunities for automation and process improvement.

Skills

SaaS support

SaaS implementation

REST APIs

SQL & Databases

Jira/ITSM

Troubleshooting

Web/SaaS workflows

Communication skills

Education

Bachelor's degree in CS/IT/Engineering

Tools

Jira

ITSM tools

Job description

Application Engineer SaaS Application Support

Location: Bengaluru
Experience: 25 Years
Department: Technology

Role Summary

We are looking for an Application Engineer with hands-on experience in SaaS application support, production troubleshooting, application configuration, implementation, and customer onboarding. The role will primarily focus on L2/L3 application support, with exposure to solution enablement and customer implementation.

Key Responsibilities

• Provide L2/L3 application and production support for SaaS applications.
• Troubleshoot application, configuration, integration, API and data-related issues.
• Analyze application logs, API responses, database records and error messages.
• Manage and resolve Jira tickets within defined SLA/TAT.
• Troubleshoot REST APIs, application workflows, configurations and integrations.
• Understand customer requirements and perform application configuration/property changes.
• Support end-to-end implementation, testing/UAT, go-live and post-go-live activities.
• Coordinate with Product, Engineering, DevOps, TAM and Customer Success teams.
• Validate fixes and support new features, enhancements and integrations.
• Identify opportunities for automation and process improvement.

Secondary Solution Enablers & Implementation

• Understand requestor requirements and translate them into application configurations or solutions.
• Perform application configuration and property changes based on approved requirements.
• Participate in end-to-end customer implementation activities, including requirement understanding, configuration, testing/UAT, go-live, and post-go live support.
• Validate fixes provided by Engineering/Product teams and perform appropriate post-fix validation.
• Support new features, enhancements, integrations, and customer-specific requirements.
• Work with internal teams and customers to ensure successful and timely implementation.
• Identify opportunities for automation and process improvements to improve support efficiency and reduce recurring incidents.
• Participate in rotational/on-call support when required.

Must-Have Skills

• 25 years of experience in Application Support / Production Support / SaaS / Solution Engineering.
• Hands-on experience in SaaS application implementation and configuration.
• Strong troubleshooting and analytical skills.
• Good understanding of REST APIs and API troubleshooting.
• SQL and database fundamentals.
• Experience with Jira or ITSM/ticketing tools.
• Ability to read and interpret application logs and error messages.
• Good understanding of web/SaaS applications and workflows.
• Strong communication and stakeholder management skills.

Good to Have

Postman | Linux/Unix | AWS/Azure/GCP | Application Monitoring/Logging | Basic Java/Python/JavaScript | ITIL/ITSM

Education: Bachelor's degree in Computer Science, IT, Engineering or related field.