saas support engineer

HR Force International

<b>Job Summary:</b><br>
We are seeking a Product Support Engineer to join our dynamic Product Support Team. The ideal candidate will act as the technical bridge between our clients, internal engineering, and product teams — ensuring seamless product performance, issue resolution, and customer satisfaction.
<br><br>
<b>Key Responsibilities:</b><br>
<ul>
<li>Serve as the first line of technical support for our SaaS products, handling client queries and incidents efficiently.</li>
<li>Troubleshoot and resolve complex technical issues related to APIs, integrations, and backend services.</li>
<li>Collaborate with Product and Engineering teams to identify, replicate, and escalate critical product bugs.</li>
<li>Conduct root cause analysis and provide permanent resolutions or documented workarounds.</li>
<li>Assist clients with configuration, deployment, and performance optimization of our products.</li>
<li>Document support cases, known issues, and resolutions in the internal knowledge base.</li>
<li>Maintain SLA adherence and ensure timely communication with clients.</li>
</ul>
Participate in product improvement discussions based on client feedback and recurring issues.
<br><br>
<b>Requirements:</b><br>
<ul>
<li>Bachelor’s degree in Computer Science, Software Engineering, or a related field.</li>
<li>1–3 years of experience in technical or product support roles (preferably in SaaS, FinTech, or software companies).</li>
<li>Strong understanding of APIs, JSON, RESTful services, and web technologies.</li>
<li>Experience with Postman, log analysis, or basic debugging tools.</li>
</ul>


Technical Support Engineer

<b>Job Summary:</b><br>
We are seeking a Application Support Engineer to join our dynamic Product Support Team. The ideal candidate will act as the technical bridge between our clients, internal engineering, and product teams — ensuring seamless product performance, issue resolution, and customer satisfaction.
<br><br>
<b>Key Responsibilities:</b><br>
Serve as the first line of technical support for our SaaS products, handling client queries and incidents efficiently.
<br>Troubleshoot and resolve complex technical issues related to APIs, integrations, and backend services.
<br>Collaborate with Product and Engineering teams to identify, replicate, and escalate critical product bugs.
<br>Conduct root cause analysis and provide permanent resolutions or documented workarounds.
<br>Assist clients with configuration, deployment, and performance optimization of our products.
<br>Document support cases, known issues, and resolutions in the internal knowledge base.
<br>Maintain SLA adherence and ensure timely communication with clients.
<br>Participate in product improvement discussions based on client feedback and recurring issues.
<br><br>
<b>Requirements:</b><br>
<ul>
<li>Bachelor’s degree in Computer Science, Software Engineering, or a related field.</li>
<li>1–3 years of experience in technical or product support roles (preferably in SaaS, FinTech, or software companies).</li>
<li>Strong understanding of APIs, JSON, RESTful services, and web technologies.</li>
<li>Experience with Postman, log analysis, or basic debugging tools.</li>
</ul>


Application Support Engineer

Programmers Force

<p><b>About Us:</b><br/>Programmers Force is a leading SaaS-based Fintech and RegTech product company, delivering innovative solutions such as <b>Shufti Pro</b> and <b>AML Watcher</b> to clients worldwide. Our mission is to provide cutting-edge compliance, KYC, and fraud prevention solutions that empower global businesses.</p><p>We are seeking a <b>Senior Product Support Engineer</b> to join our growing team. This role is crucial for ensuring seamless product adoption, troubleshooting complex issues, and delivering a world-class customer experience. The ideal candidate will have strong technical expertise, excellent problem-solving skills, and a passion for supporting enterprise SaaS products.</p><p><b>Key Responsibilities:</b></p><ul><li>Act as the primary escalation point for advanced product support cases from clients and internal teams.</li><li>Provide technical assistance and guidance on SaaS-based Fintech products (KYC, AML, and Compliance tools).</li><li>Troubleshoot complex product, API, and integration issues, ensuring timely resolution and customer satisfaction.</li><li>Collaborate with product, engineering, and QA teams to identify, reproduce, and resolve product-related issues.</li><li>Mentor and guide junior support engineers in handling customer cases effectively.</li><li>Document solutions, create technical knowledge base articles, and contribute to process improvements.</li><li>Ensure SLAs are met and maintain high CSAT/NPS scores by delivering excellent customer support.</li></ul><p><b>Requirements:</b></p><ul><li>Bachelor&rsquo;s degree in Computer Science, Software Engineering, or related field.</li><li>4&ndash;6 years of experience in <b>Product Support / Technical Support Engineering</b>, preferably in <b>SaaS or Fintech products</b>.</li><li>Strong knowledge of APIs, web technologies (REST, JSON, Postman, cURL), and system integrations.</li><li>Experience working with <b>Linux/Windows servers, databases (MySQL, MongoDB, or PostgreSQL)</b>.</li><li>Familiarity with <b>cloud platforms (AWS, Azure, or GCP)</b> is a plus.</li><li>Excellent troubleshooting, analytical, and communication skills.</li><li>Strong customer-oriented mindset with the ability to manage enterprise-level clients.</li></ul><p>Job Type: Full-time</p><p>Pay: Rs125,000.00 - Rs250,000.00 per month</p><p>Work Location: In person</p>

Senior Product Support Engineer

<p>We are a leading SaaS fintech product-based company serving clients worldwide. Our flagship products include identity verification and compliance solutions used by global enterprises. We are looking for motivated <b>Trainee Product Support Engineers</b> who are eager to learn, grow, and contribute to providing world-class product support to our clients.</p><p><b>Key Responsibilities</b></p><ul><li>Assist in resolving customer issues related to our SaaS products via email, chat, or ticketing system.</li><li>Learn and understand product functionality, features, and integrations to provide accurate support.</li><li>Collaborate with senior support engineers and product teams to troubleshoot and escalate technical issues.</li><li>Document support cases, solutions, and best practices for internal knowledge sharing.</li><li>Participate in product training sessions to enhance product and domain knowledge.</li><li>Gather feedback from customers and share insights with product and engineering teams.</li><li>Ensure timely follow-ups with clients to provide resolution and maintain satisfaction.</li></ul><p><b>Requirements</b></p><ul><li>Bachelor&rsquo;s degree in Computer Science, Software Engineering, IT, or related field (fresh graduates are encouraged to apply).</li><li>Basic understanding of SaaS products, APIs, and web technologies.</li><li>Strong problem-solving and analytical skills.</li><li>Excellent written and verbal communication skills in English.</li><li>Ability to work in shifts (if required) and under pressure in a fast-paced environment.</li><li>Eagerness to learn and develop technical as well as customer-facing skills.</li></ul><p><b>Preferred Skills (Good to Have)</b></p><ul><li>Familiarity with ticketing tools (e.g., Jira, Zendesk, Freshdesk).</li><li>Knowledge of SQL, REST APIs, or scripting basics (Python, JavaScript).</li><li>Previous internship or project experience in customer support or IT.</li></ul><p>Job Type: Fresher</p><p>Work Location: In person</p>

Trainee Product Support Engineer

Avalara

<div>What You'll Do:
<p>
The Technical Support Engineer acts as the Subject Matter Expert providing in-depth technical expertise and analysis supporting our customers and internal Avalara departments for AvaTax and all related Connectors. You will work directly with customers, responding to email requests promptly, working with Avalara engineers to resolve issues, and participating in engineering and product management meetings.</p><p>
You will document each customer contact, troubleshoot technical issues, escalate to engineering, and manage issues through to resolution.</p><p>
You will have to work from Pune location and need to work in US or EMEA business hours, afternoon, evening, or night work across multiple time zones. You will report to Manager, Product Support</p>
What Your Responsibilities Will Be:
<p><b>
Job Duties</b></p><ul><li>
You will be a Subject Matter Expert on Avalara product integrations.</li><li>
You will mentor and advise support teams and associated PODs.</li><li>
You will simplify customer interactions for support requests.</li><li>
You will manage and resolve technical issues for AvaTax, ECM, and related Connectors.</li><li>
You will conduct detailed ticket analysis, troubleshooting, and issue replication.</li><li>
You will experience interpreting and responding to customer requests with customers and maintain accurate records in the case tracking system.</li><li>
You will provide expert knowledge on AvaTax, ECM, and SaaS ERP connectors like Microsoft Dynamics, NetSuite, and Oracle.</li><li>
You will manage ticket workload to meet department Service level agreements(SLA's), CSAT, and TTR goals with high documentation quality.</li><li>
You will handle technical escalations requiring assistance from other departments and partners.</li></ul>
What You'll Need to be Successful:
<p><b>
Qualifications</b></p><ul><li>
3+ years of experience in Technical Support, Application Support or Product Support or Engineering in SaaS ERP solutions.</li><li>
Expertise in supporting SaaS solutions, with a focus on APIs and 2+ years of API/Web Services experience.</li><li>
Advanced troubleshooting and escalation skills.</li><li>
Proficient in API testing tools like Postman.</li><li>
Advanced customer relationship, call management, and Microsoft Office skills.</li><li>
Work during US business hours across multiple time zones.</li></ul><p><b>
#LI-Onsite</b></p>
Avalara is an AI-first Company:
<div><b>
Avalara is an AI-first company</b>.<br>
AI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability.</div><ul><li><div>
You&rsquo;ll bring experience using AI and AI-related technologies, ready to thrive here.</div></li><li><div>
You&rsquo;ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.</div></li><li><div>
You&rsquo;ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.</div></li></ul>
How We'll Take Care of You:
<p>
Total Rewards</p><p>
In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.</p><div></div><div><br>
Health &amp; Wellness<br>
Benefits vary by location but generally include private medical, life, and disability insurance.</div><div></div><div><br>
Inclusive culture and diversity<br>
Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.</div><br>
<div></div>
What You Need To Know About Avalara:
<div>
We&rsquo;re defining the relationship between tax and tech.</div><div></div><div><br>
We&rsquo;ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - and we&rsquo;re not slowing down until we&rsquo;ve achieved our mission - to be part of every transaction in the world.</div><div></div><div><br>
We&rsquo;re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we&rsquo;ve designed, that empowers our people to win. We&rsquo;ve been different from day one. Join us, and your career will be too.</div><div></div><div><b><br>
We&rsquo;re An Equal Opportunity Employer</b></div><div>
Supporting diversity and inclusion is a cornerstone of our company &mdash; we don&rsquo;t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.</div></div>

<b>Key Responsibilities:</b><br>
<ul>
<li>Act as a primary technical contact for product support issues.</li>
<li>Troubleshoot, diagnose, and resolve software, integration, and configuration problems.</li>
<li>Collaborate with engineering and QA teams to escalate and resolve critical issues.</li>
<li>Document solutions, create knowledge base articles, and improve support processes.</li>
<li>Monitor system performance, conduct root cause analysis, and recommend product improvements.</li>
<li>Handle client communication, provide timely updates, and ensure SLAs are met.</li>
<li>Work closely with product and development teams for feature requests and enhancements.</li>
</ul>
<b>Requirements:</b><br>
<ul>
<li>Bachelor’s degree in Computer Science, Software Engineering, or related field.</li>
<li>2–4 years of experience in product/application support (preferably SaaS-based).</li>
<li>Strong troubleshooting skills in Linux environments, databases (MySQL/PostgreSQL), and APIs.</li>
<li>Familiarity with web technologies, RESTful services, and cloud environments.</li>
<li>Experience with ticketing & project management tools (ClickUp, Jira, Zendesk).</li>
<li>Excellent communication skills for handling technical and non-technical stakeholders.</li>
<li>Ability to work in a fast-paced, global product-based environment.</li>
</ul>


Mid-Level Product Support Engineer

Blue Yonder

<div><div>Scope:</div><ul><li>
Deliver flawless application support to BY customers by resolving complex solution issues</li><li>
Drive, as a lead SME, the resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders.</li><li>
Implement &ldquo;Advanced Quality Prevention&rdquo; plans to improve solution and service reliability</li><li>
Deepen competency on end-to-end solution architecture, performance engineering, and relevant SaaS tools OR business processes and industry domain</li><li>
Own customer solution and enhances solution stability and service quality, eventually enabling an increase in customer satisfaction, consumption and adoption of the service</li><li>
Engage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased go-lives.</li><li>
Act as a Senior solution SME providing mentorship to Support Engineers, delivering product/technical training and supporting in improving the capability and delivery quality of the team.</li><li>
Adopt AI into day-to-day operations</li></ul><div><br>
What you&rsquo;ll do:</div><ul><li>
Delivers excellent customer experience by driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues.</li><li>
provides direction and inputs for Root Cause analysis and proposes prevention ideas.</li><li>
guides/assists team members to resolve medium complexity issues.</li><li>
Proactively implements &ldquo;Advanced Quality Prevention&rdquo; quality plans including but not limited to regular and proactive solution health monitoring process, tools and procedures validation frameworks post application patching, upgrades and maintenance</li><li>
Guides the team to plan and implement &ldquo;early detection and resolution&rdquo; as well as &ldquo;outflow and recurrence prevention&rdquo; quality strategies</li><li>
Drives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.</li><li>
Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.</li><li>
Owns solution for customers.</li><li>
Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value</li><li>
Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness</li><li>
Monitor and correct solution performance, stability, and sizing during customer roll-out phase</li><li>
Early engagement in customer implementation projects including agile/multi-sprint projects</li><li>
to provide inputs during project phases to improve scalability, reliability, operability, and profitability of solution</li><li>
to gain very good understanding of customer business process, solution, and architecture</li><li>
to ensure seamless delivery continuum into Operate through phased go-lives.</li><li>
demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain</li><li>
act as Senior Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.</li></ul><div><br>
What we are looking for:</div><ul><li>
Bachelor&rsquo;s degree (STEM preferred) and minimum 5 to 8 years of experience in Customer Support or Product Support</li><li>
OS &amp; Platform: Windows Server (2012/2016/2019), Azure/AWS/GCP or any OnPrem Data centers</li><li>
Java/.net Application Troubleshooting: Log analysis, exception tracing, thread/heap dumps</li><li>
Web &amp; App Servers: Apache Tomcat, WebLogic, IIS etc</li><li>
Scripting: PowerShell, Python or any scripting language</li><li>
Databases: SQL Server, Oracle &ndash; basic SQL for issue tracing</li><li>
Networking Basics: Ports, firewalls, load balancer flow understanding</li><li>
Monitoring &amp; Logging Tools: Splunk, AppDynamics or any relevant tools</li><li>
ITSM &amp; Ticketing: ServiceNow, JIRA</li><li>
Experience with Splunk for log monitoring and alert setup</li><li>
Familiarity with AppDynamics or similar APM tools for performance troubleshooting</li><li>
Azure Basic/Administrator certification or hands-on cloud admin experience</li><li>
Understanding of Generative AI concepts and tools (e.g., GitHub Copilot)</li><li>
Exposure to microservices, REST APIs, JSON/XML</li><li>
Experience in applying AI-powered analytics tools for operations performance monitoring and forecasting.</li><li>
Exposure to AI-based process automation to streamline repetitive tasks and improve efficiency.</li><li>
Familiarity with Generative AI tools for documentation, reporting, and knowledge management.</li></ul><div></div><div>
Our Values</div><div><br>
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success &ndash; and the success of our customers. Does your heart beat like ours? Find out here: <div>Core Values</div></div><div></div><div>
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.</div></div>

IN-Sr Support Engineer 1 - Azure/GenAI/ML/TMS

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