Technical Application Specialist

As a Technical Application Specialist, you will provide technical support for SaaS applications, integrations, and related technologies by diagnosing, troubleshooting, and resolving software, configuration, data, and connectivity issues. You will work directly with customers throughout the support lifecycle, communicate planned product changes and maintenance activities, and collaborate with cross-functional teams to deliver timely and effective resolutions in accordance with established Service Level Agreements (SLAs).

• →Provide direct customer support for SaaS applications, API integrations, and related technologies through phone, email, and support case channels
• →Diagnose, troubleshoot, test, and resolve software, application configuration, integration, data exchange, and related technical issues following established support procedures
• →Assess, categorize, and prioritize customer issues based on business impact, severity, urgency, and SLAs, escalating complex or critical issues when appropriate
• →Serve as a customer contact for planned software upgrades, maintenance activities, migrations, and product changes, clearly communicating expectations and addressing questions or concerns
• →Document customer interactions, troubleshooting activities, test results, screenshots, findings, and resolutions within support systems to maintain complete and accurate case records
• →Collaborate with technical and cross-functional teams to investigate and resolve application issues, including daily data exchange and integration failures
• →Perform manual testing related to customer migrations, issue resolution, application changes, and other support activities
• →Create and maintain customer-facing and internal knowledge base documentation to support issue resolution and product adoption
• →Deliver focused customer training on application functionality, new features, enhancements, and technical processes
• →Maintain current knowledge of software updates, application changes, and supported technologies to provide accurate and timely customer guidance

• →Strong technical troubleshooting and problem-solving skills with experience supporting SaaS applications and highly technical customer environments
• →Strong understanding of APIs and experience troubleshooting integrations using tools such as Postman, with working knowledge of Microsoft SQL Server, relational databases, HTML, FTP, and cloud storage technologies such as AWS S3
• →Ability to work comfortably with Microsoft technologies and technical applications, with an understanding of escalation processes and SLA-driven support environments
• →Strong verbal and written communication skills with the ability to explain technical issues clearly, provide effective customer service, and collaborate with technical and non-technical stakeholders
• →Strong organizational and analytical skills with the ability to prioritize multiple issues, document findings accurately, and work effectively in a customer support environment

• 3+ years of relevant experience in technical application support, SaaS support, software support, or a related technical customer support role
• Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related field, or equivalent relevant education and experience
• Experience troubleshooting APIs, application integrations, software configuration, and database-related issues
• ERP application knowledge preferred
• Familiarity with Atlassian products and ServiceNow preferred
• Understanding of supply chain concepts, probability, and statistics is a plus
• Basic understanding of database backup and restore processes preferred

#LI-JI1 #LI-HYBRID