Application Support Engineer

Syndigo is seeking a Technical Support Specialist to provide support and resolution for their Riversand SaaS product. This role involves troubleshooting and resolving technical and operational issues, conducting customer cadence calls, and contributing to knowledge base documentation. The ideal candidate should have a bachelor's degree in Computer Science or Engineering, at least 4 years of experience in Application Software Support, and excellent communication skills. They should also have experience working with software systems hosted on public cloud platforms, analyzing API calls, and working with large amounts of data.

• Provide Technical Support on Application and Configuration for Riversand SaaS product with global customer footprint on 24x7 operational environment.
• Provide timely response and resolution for customers with SLA management & tracking.
• Own, resolve and restore technical and operational issues with Root Cause Analysis (RCA) of incidents.
• Debugging, troubleshooting and testing the software and Application issues. Should be able to reproduce and resolve in lower environments before applying changes in production environments.
• Owns and drives end to end technical resolution of critical incidents which might need involvement from multiple parties and ensures the right collaboration and communication.
• Should conduct periodic customer cadence call to review the tickets history and improvement process for customer environment.
• Contribute to the knowledge base and documentation for Application Support improvements.

• Bachelor's degree or equivalent in Computer Science or Engineering
• 4+ years of relevant experience in Application Software Support
• Experience supporting global customers through email, remote troubleshooting, and phone
• Willingness to work in a 24x7 environment with shift rotations
• Excellent written and oral communication skills
• Experience working with software systems hosted on public cloud platforms like Azure or AWS
• Familiarity with troubleshooting software and application systems using tools like Postman
• Experience working in a multi-tenant environment with a focus on customer information security and compliance
• Experience with data imports/exports, data relationship management, workflow configurations, and reporting tools
• Knowledge of data configuration structures like JSON, XML, and YAML
• Ability to access and analyze events from log management systems and monitoring tools like Sensu, Kibana, and Grafana
• Experience with ticketing systems

• Competitive salary and compensation package
• Opportunity for rapid career growth in a rapidly growing company
• Collaborative and innovative work environment
• Technical support and training provided
• Exposure to cutting-edge technologies and software systems
• Opportunity to work with global customers
• 24x7 operational environment with shift roaster
• Excellent written and oral communication skills required
• Access to knowledge base and documentation for continuous improvement
• Emphasis on diversity, equity, and inclusion
• Data privacy and security measures in place (GDPR/CCPA compliance)