Manage and resolve customer support tickets, ensuring timely responses and resolutions
Collaborate cross-functionally with development, QA, and product teams to diagnose and resolve customer issues
Analyze and troubleshoot application issues, working to identify root causes and provide appropriate solutions
Escalate complex issues to relevant teams as needed while maintaining ownership of the customer relationship
Ensure accurate documentation of issues, resolutions, and communications
Provide feedback to product teams based on customer interactions and pain points
Contribute to the creation and maintenance of internal knowledge base and documentation for commonly encountered issues

Bachelor’s Degree
5 + years of professional experience
1+ year of customer support experience in a technical or application support role
Familiarity with support ticketing systems (Salesforce experience preferred)
Basic knowledge of SQL for troubleshooting and resolving technical issues
Strong problem-solving skills with the ability to communicate technical concepts to non-technical users
Excellent verbal and written communication skills
Ability to work cross-functionally and maintain strong relationships with other teams
Ability to deal with difficult and demanding customers, and work calmly and professionally under pressure
Experience working in a SaaS environment
Familiarity with software development lifecycles and workflows

Application Support Engineer

Key skills