Technical Support Engineer- L2 (Night Shift)

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About the Team:

AppDirect is the leading cloud service marketplace company dedicated to revolutionizing the way businesses run. We offer a cloud service marketplace and management platform that enables companies to distribute digital services. The global network of AppDirect-powered marketplaces allows businesses to find, buy, and manage the best applications the cloud has to offer.

With our award-winning platform, service providers can launch a state-of-the-art online application store within a matter of weeks, while developers can integrate once and make their software available across multiple marketplaces worldwide. Our products offer more advanced features and tools than any other competitive solution, putting AppDirect at the forefront of the rapidly evolving market for cloud services delivery.

What you'll do and how you'll have an impact

As a Technical Support Engineer, you are an experienced and detail-oriented person capable of integrating product knowledge, research, and testing to answer complex questions about product behaviour and provide end-to-end solutions to permanently fix the issue. You will assist customer teams and other team members in understanding how customers can achieve desired outcomes using the product as it exists today. The output of your efforts could range from FAQs and knowledge base articles that describe to customers how to operate the product to achieve selected outcomes to end-to-end coding solutions for the issue reported.

The role sits in the engineering org rolling up to Head of India at AppDirect and will work closely with product managers, engineers, customer accounts, and support. This is a great role for someone looking to progress into a Technical support engineering, sales engineering, or product manager role

Oversee resolution of technical issues coming from channel partners and ISVs, including high-urgency issues requiring Engineering assistance

Fix and deliver the customer issues that need development efforts.

Be a liaison between the customer-facing teams and the Product and Engineering org for management and resolution of all technical questions and issues.

Maintain detailed documentation ranging from Knowledge Base articles to live to log incidents for post-mortems.

Work closely with Channel Managers and Technical Account Managers on training and oversight for resolution of channel technical support requests

Serve as either primary or backup on-call for urgent channel issues at all times

Ensure SLA obligations with channel partners are observed and met by other team members; escalate as necessary using judgment and discretion

Assist channels in optimizing their own support infrastructures by providing documentation, training materials, and training sessions

Develop a deep understanding of the AppDirect platform across all product lines and clearly articulate support decisions and findings.

Work closely with internal teams to stay up to date on product features, changes, and issues.

What we're looking for

4 ~ 7 years of experience in Technical support engineering

1 ~ 3 years of experience in a SaaS company in software development/support engineering.

Excellent database query and management skills (SQL, Sequel Pro, MySQL)

Excellent knowledge of log analysis management tools such as Splunk and DataDog

Experience with the support or testing of APIs (Postman tool) and REST tools

Understanding of Java, JavaScript, XML, JSON, Web services (REST), and file systems

You are comfortable interfacing with key individuals at major accounts in sensitive situations

Solid, process-oriented skills for troubleshooting, problem-solving, and problem resolution

Superior written and verbal communication skills

Must be able to work in a fast-paced technical environment and support a product with frequent product releases and regular maintenance update

Familiarity of JIRA, Zendesk will be added an advantage

Overseeing Incident, Problem, Change and Knowledge management processes

Experience in the Agile working methodology with strong customer focus and experience working with cross-functional/ cross-department teams.

Exposure to tools like Zendesk, JIRA, SPLUNK.

A self-starter with strong organisational skills, resolution management, and superior written and verbal communication skills.

B.E. / B. Tech. / master’s degree in computer science or equivalent.

About AppDirect:

AppDirect is the only end-to-end commerce platform for selling, distributing, and managing cloud-based products and services to succeed in the digital economy. The AppDirect ecosystem connects channels, developers, and customers through its platform to simplify the digital supply chain by enabling the onboarding and sale of products with third-party services, for any channel, on any device, with support. Powering millions of cloud subscriptions worldwide, AppDirect helps organizations, including Jaguar Land Rover, Comcast, ADP, and Deutsche Telekom connect their customers to the solutions they need to reach their full potential in the digital economy.

We believe that the unique contributions of all AppDirectors are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information on our general privacy practices, please see AppDirect Privacy Notice: link:

Job Type
Full Time
72 days ago

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