Technical Support Analyst – EMEA Shift

Jobtailor; Chennai District; On-site; INR 300,000 - 540,000; Full time

Job summary

Jobtailor is seeking an experienced technical support professional to handle SaaS ERP-related issues for external customers. The role involves triage, root-cause analysis, and coordination across departments to resolve complex problems.

Responsibilities include responding to customer queries, maintaining SLA standards, and contributing to knowledge base articles. Security requirements include SOC2 and CGRP certifications, with on-call duties and after-hours maintenance as part of the rotation.

Qualifications

• Minimum 3 years in a technical support role for external customers on a SaaS solution.
• ERP support experience and knowledge of related business processes.
• Strong Windows and web-based application experience.
• Proficient in researching issues and writing SQL queries.
• Security requirements include SOC2 and CGRP compliance knowledge.

Responsibilities

• Investigate, research and resolve issues while communicating status, timelines and roadblocks to customers.
• Respond to customer queries by identifying root causes and guiding resolutions.
• Follow up with customers to ensure actions meet expectations and suggest further steps.
• Triaging new cases, assigning to agents based on team matrix and updating statuses.
• Identify underlying issues and recommend solutions to prevent recurrence.
• Respond to monitoring alerts from customer environments.
• Perform daily admin tasks for on-demand and remote-hosted customers.
• Handle cases within SLA timelines and maintain service quality.
• Create knowledge base articles related to a specific affinity.
• Coordinate with other departments to resolve urgent or complex issues.
• Participate in on-call rotation and after-hours maintenance.

Skills

Technical support

SaaS experience

ERP knowledge

Windows environments

Web applications

Research skills

Database querying

Manufacturing domain

Security/compliance

Education

SOC2

CGRP

Tools

Case tracking software

Job description

Responsibilities

• Investigate, research and resolve issues in a timely fashion while maintaining communication with customers on status, roadblocks and timelines.
• Respond to customers’ queries by determining nature and likely causes of issues, recommend corrective actions or guide customers through resolution.
• Follow up with customers ensuring recommendations and steps taken continue to fit customer expectations, recommend further action where necessary.
• Assume role of Triage, as scheduled, to review newly acquired cases ensuring all key documentation / information is included, assigning cases to appropriate agents based on team matrix and updating case statuses as required.
• Determine potential root causes for reported customer issues, going beyond the presented issue to identify true issues, challenges and recommend appropriate solutions to mitigate future impacts.
• Respond to monitoring alerts from customer environments.
• Perform daily application administration functions for on-demand hosted customers and on premise remote-administration customers.
• Handle all assigned cases within specified SLA response times.
• Create knowledge base articles related to a particular affinity.
• Liaise and coordinate with other departments to respond to and resolve urgent, critical and/or complex issues and inquiries.
• Participate in on-call duty rotation and after-hours environment maintenance.

Requirements

• Minimum 3 years of experience in a technical support role supporting external customers on a software solution, ideally in a SaaS environment.
• Experience in Enterprise Resource Planning (ERP) support, supply chain applications ideal.
• Knowledge of relevant case tracking applications.
• Solid working knowledge of Windows environments, ERP business software, and experience with web-based applications.
• Strong research skills.
• Working knowledge of relational databases and query writing considered an asset.
• Experience in manufacturing, production planning, inventory management or demand management in a support or planning role a strong asset.
• Successful candidate must be able to fulfill all security and confidentiality thresholds for this position (SOC2, CGRP etc.).

Certifications & Qualifications

• SOC2
• CGRP