Support Engineer - Customer support

• Provide technical and functional product support for customer-reported incidents and service requests. 

• Investigate issues related to application behaviour, calculations, quotations, approvals, workflows, user access, and data processing. 

• Troubleshoot application errors, failed transactions, incorrect outputs, integration failures, and performance issues. 

• Review application logs, server logs, exception traces, database findings, and integration logs to identify the cause of reported issues. 

• Use SQL to validate application data, investigate inconsistencies, and support issue resolution. 

• Investigate customer-specific configurations, business rules, workflows, scripts, extensions, and customizations. 

• Troubleshoot integrations with external CRM, ERP, and other enterprise systems, including API, authentication, connectivity, timeout, and data-mapping issues. 

• Reproduce reported issues in internal or customer non-production environments when possible. 

• Determine whether an issue is caused by the application, configuration, customization, customer data, integration, or environment. 

• Provide customers with clear investigation updates, workarounds, resolutions, configuration guidance, and validation steps. 

• Escalate confirmed software defects to Product Engineering with relevant logs, screenshots, technical findings, business impact, and reproducible steps. 

• Collaborate with Cloud Operations and other internal teams on application availability, deployment, infrastructure, and performance-related issues. 

• Support patches, hotfixes, emergency deployments, and post-deployment validation when required. 

• Prepare Root Cause Analysis reports, Knowledge Articles, and internal troubleshooting documentation. 

• Monitor assigned cases and ensure timely acknowledgement, investigation, communication, and resolution within applicable service-level targets. 

• Participate in priority-incident troubleshooting calls and coordinate with internal teams until the issue is resolved or an appropriate workaround is provided. 

Required Technical Skills 

• 2–4 years of experience in product support, application support, technical support, or enterprise software troubleshooting. 

• Experience supporting browser-based enterprise applications. 

• Strong SQL skills and experience troubleshooting database-driven applications. 

• Working knowledge of Microsoft SQL Server and/or MySQL Database. 

• Ability to analyze complex queries, stored procedures, application data, locks, blocking sessions, indexes, and performance issues. 

• Understanding of Microsoft .NET-based enterprise application environments. 

• Experience reviewing application logs, exception traces, server logs, integration logs, and database findings. 

• Familiarity with application-hosting technologies such as IIS, Apache Tomcat, Nginx, or similar platforms. 

• Working knowledge of REST and SOAP web services, APIs, XML, JSON, and HTTPS. 

• Understanding of authentication, authorization, user roles, SSO, SSL/TLS, certificates, and network connectivity. 

• Experience supporting integrations with CRM, ERP, and other enterprise business systems. 

• Familiarity with workflow-based, rules-driven, configurable, or transaction-processing applications. 

• Basic understanding of Linux and/or Windows Server administration and troubleshooting. 

• Experience using case-management, engineering, documentation, and monitoring tools such as Salesforce Service Cloud, Jira, Confluence, Grafana, Graylog, Splunk, or similar platforms. 

Preferred Qualifications 

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical discipline. 

• Experience supporting configurable enterprise applications involving workflows, approvals, calculations, transactions, or business rules. 

• Understanding of end-to-end sales, order, approval, or commercial business processes. 

• Experience troubleshooting calculation logic, workflow rules, data validations, user access, and customer-specific customizations. 

• Familiarity with Salesforce or other CRM platforms and enterprise integrations. 

• Experience supporting cloud-hosted and customer-managed enterprise applications. 

• Exposure to AWS, Azure, or other cloud platforms. 

• Understanding of ITIL-based incident, problem, change, and knowledge-management practices. 

• Experience working with geographically distributed Support, Engineering, Cloud Operations, and Professional Services teams. 

Communication and Customer-Service Skills 

• Excellent verbal and written communication skills in English. 

• Ability to understand customer business scenarios and translate them into structured technical investigations. 

• Ability to explain technical and functional findings clearly to customers and internal stakeholders. 

• Strong customer-service mindset with end-to-end ownership of assigned cases. 

• Ability to prepare clear case updates, technical summaries, Root Cause Analysis reports, and Knowledge Articles. 

• Confidence in participating in and leading customer-facing troubleshooting calls. 

• Ability to manage customer expectations professionally during high-priority incidents. 

• Ability to collaborate effectively with technical and non-technical stakeholders across multiple regions.