Application Support Engineer

About the Position

We are looking for a Application Support Engineer to join our growing SaaS team. In this role, you will be responsible for ensuring our customers have a seamless onboarding experience, receive effective training, and get the technical support they need to succeed with our platform.

You will work closely with both customers and internal teams to deliver value, solve technical challenges, and ensure customer satisfaction and product adoption.

Responsibilities

● Manage the onboarding and setup process for new customers

● Conduct product training sessions and create documentation or video materials when needed

● Provide technical support and troubleshooting for customer issues related to product usage, configuration, and integrations

● Collaborate with the development team to communicate bugs, feature requests, and customer feedback

● Monitor customer health metrics, usage data, and proactively identify improvement opportunities

● Assist customers with API integrations, data configuration, and account settings

● Ensure customer satisfaction by maintaining timely and professional communication

● Contribute to internal knowledge base and support process improvements

Qualifications

● Bachelor’s degree in Industrial Engineering, Computer Engineering or a related technical field

● 1–3 years of experience in technical support, customer success, or application support (preferably in a SaaS environment)

● Basic knowledge of web technologies, RESTful APIs, and relational databases (SQL)

● Basic knowledge of .NET, JavaScript, or other modern backend/frontend technologies

● Strong problem-solving skills and the ability to explain technical concepts clearly to non-technical users

● Excellent communication and customer relationship skills

● Proactive, patient, and solution-oriented mindset

● Good command of written and spoken English

Nice to Have (Preferred)

● Experience working with multi-tenant SaaS platforms

● Familiarity with cloud platforms (Azure, AWS, or GCP)

● Hands-on experience with monitoring tools (ElasticSearch, Kibana, Grafana, etc.)

● Background in writing or presenting technical documentation or training materials