Support Engineer
Hireginie
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Job summary
Qualifications
- 2+ years in Technical/Application Support for SaaS or e-commerce.
- Strong understanding of B2B SaaS products, customer lifecycle, SLAs, and KPIs.
- Willingness to work rotational shifts in a global support environment.
Responsibilities
- Deliver timely and empathetic support to customers.
- Collaborate with teams to resolve issues and improve user experience.
- Contribute to the development of knowledge base and support documentation.
Skills
Education
Tools
Job description
Our Client: A leading global e-commerce SaaS platform founded in 2011, offering a comprehensive post-purchase experience solution for online retailers. It provides tools for shipment tracking, returns management, delivery analytics, and automated customer engagement. Trusted by thousands of brands worldwide, the platform helps businesses improve customer satisfaction, streamline logistics, and enhance overall delivery experiences.
Education: Preferred computer science background (preferably B.Tech, M.Tech, BCA, MCA, B.Sc.-IT, M.Sc.-IT)
Experience: 2+ Years
About the Role: As an Application Support Engineer provides technical support to global SaaS customers, resolves issues via chat and ticketing, and collaborates with Product and Engineering teams to improve the user experience. The role involves analysing recurring problems, understanding system workflows, and contributing to support process improvements in a fast-paced SaaS environment.
- Deliver timely and empathetic support to customers on platforms like Etsy, Shopify, Amazon, and Groupon Goods.
- Collaborate with Application Support Engineers, Product, and Engineering teams to resolve issues and improve user experience.
- Analyse recurring customer problems and provide actionable insights for product and process improvements.
- Contribute to the development and maintenance of the knowledge base and support documentation.
- Drive process automation and continuous improvement initiatives to enhance support efficiency.
- Investigate system operations, troubleshoot root causes, and share technical learnings with the wider team.
- 2+ years in Technical/Application Support for SaaS, e-commerce, or enterprise software, preferably in 24x7 global support.
- Strong understanding of B2B SaaS products, customer lifecycle, SLAs, KPIs, and support best practices.
- Proficient with ticketing/helpdesk tools (Freshdesk, Zendesk, Salesforce, ServiceNow); CRM knowledge (HubSpot) is a plus.
- Analytical, proactive, tech‑curious, with excellent communication skills and willingness to work rotational shifts in a global support environment.
Hireginie is a prominent talent search company specializing in connecting top talent with leading organizations. We are committed to excellence and offer customized recruitment solutions across industries, ensuring a seamless and transparent hiring process. Our mission is to empower both clients and candidates by matching the right talent with the right opportunities, fostering growth and success for all.
Associate
Full-time
Information Technology and Engineering
IT Services and IT Consulting and Software Development
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