Application Support Engineer

We are looking for a team member with a strong customer service background to help us to provide a world-class customer experience. You will interact with B2B customers each week from around the world to resolve support issues and ensure a best-in-class experience for our customers and partners. 

Responsibilities:

In addition to providing exceptional service, you will need to be a confident, fully-engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

• Work within the Support team to resolve complex issues and escalations from Tier 1 team. Identify customers' needs, research each issue, provide solutions, and ensure the customer’s needs have been completely met.
• Provide technical support to strategic Spotnana customers and partners, who range from experienced developers to non-technical executives.
• Determine root cause of bugs, failures, and issues. Deliver analysis to leadership and engineering, as needed\
• Develop proposed solutions, incorporating technical and client needs, to submit to product and engineering
• Translate and distill complex technical analyses into customer-friendly explanations
• Perform technical collaboration with our engineering team for further troubleshooting, bug fixes, or workarounds, as necessary
• Work side-by-side with Customer Success Managers and Travel Operations to ensure a high-level of customer satisfaction.
• Help to maintain process documentation and help center content as needed
• Assist the Customer Support Manager and other Customer Success leaders on project level deliverables

Experience & Skills:

• High level of English proficiency
• 3+ years of experience in a customer-facing support function.
• Experienced in at least one programming language, preferably have solid knowledge about web technologies like HTML/CSS.
• Experience troubleshooting issues related to, for example, SSO, user provisioning via SFTP and API, and systems integrations.
• Ideally have already gained experience with database systems or SQL.
• Experience using Kibana or similar to interpret real-time application monitoring and alerting based on various metrics and logs, including using log data to troubleshoot issues.
• Experience with major Cloud Platforms such as AWS.
• Goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments.
• Must be customer service oriented – empathetic, responsive, patient, and conscientious.
• Excellent interpersonal skills and the ability to build relationships with the team and with customers
• Familiarity with corporate travel management solutions and/or related back-end systems like Sabre is preferred.

Let’s talk compensation

Spotnana strives to offer fair, industry-competitive and equitable compensation. Our approach holistically assesses total compensation, including cash, company equity and comprehensive benefits. Our market-based compensation approach uses data from trusted third party compensation sources to set salary ranges that are thoughtful and consistent with the role, industry, company size, and internal equity of our team. Each employee is paid within the minimum and maximum of their position’s compensation range based on their skills, experience, qualifications, and other job-related specifications. 

We care for the people who make everything possible - our benefits offerings include:

• Equity in the form of stock options which provides partial ownership in the company so you can share in the success of the company as it grows
• Comprehensive benefit plans covering medical for self, spouse, children and parents, Free doctor consultations, Employee assistance program effective on your hire date. 
• 18 Privilege leaves, 12 casual/sick leave days per year in additional to 12 company holidays, 4 company recharge/wellness days and an end of year company shutdown
• Up to 26 weeks of Parental Leave
• Monthly cell phone / internet stipend
• Meal allowance
• Wellness/Gym Reimbursement
• Relocation assistance to new joiners
• Employee retirement planning such as corporate NPS and EPF