Software Support Consultant

Role Overview

• Manage and triage client-reported incidents, service requests, and production support tickets, ensuring timely first response, investigation, resolution, and proactive communication.
• Analyze, reproduce, and troubleshoot complex application issues by collaborating with Development, QA, PL/SQL, Services, and Infrastructure teams.
• Perform root cause analysis and provide workarounds, fixes, and recommendations to minimize business impact.
• Own support cases from initiation through closure, ensuring adherence to SLAs and support metrics.
• Conduct post-deployment validation and production verification activities to ensure successful releases and uninterrupted business operations.
• Configure and maintain application components including Labels, Lists of Values (LOVs), JSON configurations, workflows, and other system settings based on business requirements.
• Support integration processes by monitoring inbound and outbound file transactions, validating processed data, investigating failures, and resolving exception scenarios.
• Develop and maintain Business Intelligence (BI) reports and dashboards to support operational and business reporting requirements.
• Perform data analysis and validation using SQL and Oracle databases to troubleshoot issues and verify application functionality.
• Coordinate with leadership, stakeholders, and cross-functional teams to communicate issue status, risks, escalations, and resolution plans.
• Independently manage assigned client accounts, ensuring application stability, proactive issue resolution, and overall customer success.
• Document troubleshooting procedures, knowledge articles, support processes, and best practices to improve operational efficiency.
• Monitor and contribute to key support metrics such as ticket backlog, response time, resolution time, and escalation management.
• Act as a trusted advisor to customers by understanding business processes and recommending best practices to improve system adoption and operational efficiency.
• Identify recurring issues and collaborate with Product and Engineering teams to eliminate root causes and improve product stability.
• Create and maintain knowledge articles, support runbooks, troubleshooting guides, and standard operating procedures.
• Recommend process automation opportunities and continuous improvements that enhance support efficiency and customer satisfaction.

Requirements

• Strong understanding of ERP applications, enterprise software support, and business process workflows.
• SaaS Support experience for 2-3 years
• Experience working with Oracle databases and strong SQL query-writing and troubleshooting skills.
• Knowledge of Software Development Life Cycle (SDLC) and software implementation methodologies.
• Experience investigating and resolving complex production issues in a multi-team environment.
• Hands-on experience with application configuration, including workflows, LOVs, labels, JSON configurations, and system setup.
• Familiarity with integration troubleshooting, file processing validation, and exception handling.
• Experience working with Business Intelligence and reporting tools for data analysis and reporting (nice to have).
• Strong analytical, problem-solving, and root cause analysis skills.
• Excellent communication and stakeholder management skills with the ability to work effectively with global teams and clients.
• Ability to prioritize multiple tasks, manage escalations, and work independently in a fast-paced support environment.
• Passion for software support, customer success, and teamwork across internal and external stakeholders.
• Ability to produce impactful documentation and proactively suggest value-added improvements.
• Experience with ticketing systems such as Jira, ServiceNow, Zendesk, Freshservice, or similar platforms.
• Understanding of incident management, problem management, change management, and ITIL service management concepts.
• Familiarity with REST APIs, JSON, XML, Postman, and integration troubleshooting.
• Exposure to cloud environments, application monitoring, logs, authentication, and security fundamentals.
• Demonstrated ability to effectively leverage AI-powered tools and technologies (such as ChatGPT, Copilot, Gemini, or similar platforms) to enhance troubleshooting, root cause analysis, documentation, knowledge management, reporting, and overall support efficiency while maintaining accuracy, security, and compliance standards.
• Flexibility may be required during critical project milestones, deployment activities, go-live events, and production support periods.

Tech Stack

• Cloud
• ERP
• Oracle
• SDLC
• ServiceNow
• SQL

Benefits

• Employees can work remotely