Application Support Engineer

CommerceIQ • Bengaluru, Karnataka, India • 22h ago

Why This Job is Featured on The SaaS Jobs

This Application Support Engineer role stands out because it sits at a core SaaS junction where product reliability, customer outcomes, and engineering execution meet. Supporting Fortune 500 consumer brands signals an enterprise SaaS environment with complex stakeholder needs, higher expectations around uptime and data correctness, and a steady stream of real world edge cases that surface product gaps.

For a SaaS career, the work builds durable leverage in incident triage, root cause analysis, and the operational discipline that keeps subscription products trusted over time. The emphasis on understanding the data model, engineering logic, and end to end behavior creates exposure that translates well into platform support, solutions engineering, and customer facing technical roles across SaaS. Regular collaboration with Engineering, Product, and Customer Success also develops the cross functional fluency that many SaaS companies rely on to turn issues into product improvements.

This role is best suited for professionals who enjoy structured problem solving, clear written documentation, and sustained ownership from ticket intake through permanent resolution. It will appeal to someone who prefers working close to production systems and customer impact, and who values partnering across teams to improve processes and reduce repeat incidents.

The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.

Job Description

The Role:

As a Senior Support Analyst you will answer questions from Fortune 500 consumer brands and help uncover product opportunities that help brands win.

What You'll Do:

Ticket Management/ Support queue management on all incoming requests/issues/enhancements
Diagnosing, troubleshooting, documenting and developing new solutions that solve the root cause of customer problems
Dive deep to understand the product insights, engineering logic and data model and leverage the information to drive RCAs with the engineering team and publish them to the stakeholders.
Develop a comprehensive understanding of the product to leverage the understanding of the solutions and drive RCAs. When given access to user and developer documentation, knowledge base articles, source code, and infrastructure be able to develop a layered understanding of how the product works end-to-end.
Regular communication on incoming client issues with Engineering as well as Customer Success teams and subsequent prioritisation of the same.
Ability to quickly establish good working relationships, display integrity in interactions and participate as an active support for engineering and customer success teams.
Strong communications skills to interact with internal & external stakeholders.
Use the results of metrics and offer assistance to the teams in performing retrospective analysis of the various client issues. Contribute to internal process, product,and improvement efforts.

What You'll Bring:

Bachelor of Science in Computer Science/Engineering or relevant experience. Experience in technical support /enterprise SaaS products is a huge plus.
Hands on experience with SQL - majorly DML - select commands so that you can deep dive into the tables of the data.
2-3 years of experience in Software/Product customer facing environments.
Proficient problem solver and troubleshooter. Consistently drive RCA and permanent resolutions to all the bugs reported.
Good understanding of software Development/testing concepts.
Ability to grasp the Product Abilities & requirements.
Have great understanding and working knowledge with MS Excel & Word.
Good communication skills and ability to effectively engage with members across geolocations. Fluency in both spoken and written English.
Demonstrated track record of excellent customer service skills and professionalism to effectively manage communication with internal and external stakeholders.
Leverages feedback from the clients and customer success team , collaborate with Product team to identify and drive Product improvements/enhancements.
Strong experience interacting and collaborating cross functionally with Engineering, Product Management, and customer success.
Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.