- Location
- Mumbai, India
- Type
- Full-time
- Department
- Customer Service
- Experience
- 3+ years
- Education
- Bachelor
- Source
- Keka
Description
Position: Application Support Specialist
Department: Product Success / Product Support
Experience: 3+ Years
Employment Type: Full-Time
Reporting To: Product Success Manager
Role Purpose
We are seeking an experienced and customer-focused Application Support Specialist to provide post-deployment functional support for our cybersecurity solutions. The ideal candidate will be responsible for ensuring seamless client operations, managing incidents, monitoring application performance, and driving customer satisfaction.
This role serves as a critical bridge between clients and internal technical teams, focusing on product functionality, issue resolution, compliance alignment, and continuous improvement. The position emphasizes functional and operational support rather than software development or coding.
Key Responsibilities
1. Client Support & Issue Management
- Serve as the primary point of contact for client support requests and service-related inquiries.
- Analyze client-reported issues, perform initial troubleshooting, and provide timely resolutions or workarounds.
- Escalate complex technical or system-level issues to Engineering and Development teams as required.
- Ensure prompt resolution of incidents while maintaining high levels of customer satisfaction.
2. Monitoring & Incident Management
- Proactively monitor application dashboards, alerts, logs, and system health to identify anomalies and potential risks.
- Manage incidents and service requests through ticketing systems such as ServiceNow, Jira, Redmine, or similar platforms.
- Ensure adherence to defined Service Level Agreements (SLAs) and support processes.
- Perform root cause analysis (RCA) for recurring incidents and recommend preventive actions.
3. Client Engagement & Communication
- Provide regular updates to clients regarding incident status, service requests, and issue resolutions.
- Conduct product demonstrations, onboarding sessions, user training, and refresher workshops.
- Gather client feedback and collaborate with internal teams to improve product usability and customer experience.
- Build strong client relationships through proactive communication and support excellence.
4. Compliance & Security Oversight
- Ensure client usage of the application aligns with regulatory and compliance requirements, including ISO, SOC, GDPR, and internal security policies.
- Assist clients in generating compliance and audit-related reports.
- Identify configuration gaps, security risks, or policy deviations and recommend corrective actions.
5. Functional Testing & Release Validation
- Support QA and Transition teams in validating application patches, bug fixes, and new feature releases before deployment.
- Execute functional test scenarios to ensure stable and expected application behavior in client environments.
- Participate in User Acceptance Testing (UAT) and release verification activities.
6. Hypercare & Transition Support
- Provide hypercare and stabilization support following new deployments or major releases.
- Facilitate smooth handover from implementation and transition teams to Business-As-Usual (BAU) support.
- Ensure continuity of service and minimal disruption during transition phases.
7. Documentation & Knowledge Management
- Develop and maintain user manuals, FAQs, runbooks, SOPs, and knowledge base articles.
- Document incident resolutions, known issues, troubleshooting guides, and best practices.
- Share knowledge and insights with internal teams to reduce recurring issues and improve support efficiency.
8. Continuous Improvement
- Identify opportunities to improve support processes, product functionality, and customer experience.
- Provide enhancement recommendations to Product and Engineering teams based on client feedback and usage trends.
- Participate in post-incident reviews and contribute to automation and self-service initiatives.
Required Qualifications
- Bachelor's Degree in Computer Science, Information Technology, Cybersecurity, or a related discipline.
- Minimum 3 years of experience in Application Support, Product Support, Technical Support, or a similar client-facing support role.
- Experience supporting enterprise applications, preferably cybersecurity or SaaS-based products.
- Strong understanding of incident management, troubleshooting methodologies, and root cause analysis.
- Experience with ticketing tools such as ServiceNow, Jira, Redmine, or equivalent.
- Familiarity with SQL, log analysis, and application monitoring tools is preferred.
- Basic understanding of cybersecurity concepts, compliance frameworks, and audit processes.
- Excellent verbal and written communication skills with strong stakeholder management abilities.
Preferred Skills
- Experience supporting cybersecurity, GRC, compliance, or security monitoring products.
- Knowledge of ITIL/IT Service Management (ITSM) practices.
- Familiarity with ISO 27001, SOC 2, GDPR, or related compliance standards.
- Strong analytical and problem-solving capabilities.
- Ability to work independently and collaboratively in a fast-paced environment.
Reporting Structure
Reports To:
- Product Success Manager
Collaborates With:
- Clients
- Business Analyst
- Transition Team
- Development Team
- Testing Team
Experience: 3+ Years
Employment Type: Full-Time
Preferred Joining: Immediate / Short Notice Candidates Preferred
Skills
SQLJiraServiceNowCybersecuritySOCComplianceITILSOC 2GDPRISO 27001