Senior Application Support Specialist

As an Application Support Specialist – Shipping, you will play a critical role in enabling SaaS applications for the 

organization. The role focuses on Level 2 support, issue resolution, root cause analysis, onboarding, and 

collaboration with internal and external stakeholders to ensure operational continuity and application stability. 

Responsibilities

1. SaaS Support 

Provide Level 2 support for a range of SaaS applications, including issue resolution and root cause analysis. 

Respond promptly to SaaS-related incidents and service requests, minimizing business disruption. 

Escalate complex issues to Level 3 support or development teams as needed and track until resolution. 

Communicate effectively with external partners, stakeholders, and SaaS providers. 

2. Technical Expertise 

Maintain a strong understanding of the organization's application portfolio, including configurations, 

integrations, and dependencies at a basic to intermediate level. 

Assist in documenting Standard Operating Procedures (SOPs) and best practices for application support. 

3. Problem Identification and Resolution 

Analyze reported issues to identify trends and recurring problems. 

Proactively monitor application performance, identify potential bottlenecks, and implement preventive 

solutions. 

4. Communication and Collaboration 

Work closely with cross-functional teams, including developers, DBAs, infrastructure, and escalation 

management teams. 

Communicate with end-users to gather information, provide updates, and guide on best practices. 

5. Documentation and Knowledge Sharing 

Maintain comprehensive documentation of resolved issues, troubleshooting steps, and solutions. 

Contribute to the organization's knowledge base to empower Level 1 support and end-users. 

6. Quality Assurance 

Ensure solutions are based on validated knowledge documentation and not assumptions. 

Follow the "four-eye principle" to guarantee 100% quality in resolutions.

Qualifications

Proven experience (2–7 years) in application support, including Level 2 roles. Freshers with strong technical 

aptitude are also considered. 

Basic or end-to-end knowledge of the shipping lifecycle. 

Familiarity with EDI and SQL. 

Excellent analytical and problem-solving skills. 

Effective communication and interpersonal abilities. 

Familiarity with ITIL or other IT Service Management frameworks is a plus. 

Certifications related to specific applications or platforms are beneficial.