We are seeking a highly skilled and customer-focused Application Support Engineer with 5+ years of experience in supporting SaaS solutions for international clients.

As a key member of the Technical Support Team, you will serve as a Tier II Engineer, providing expert technical support, configuration assistance, and in-depth product knowledge for Norstella's SaaS platforms and their related integrations.

This role requires a self-starter who can take ownership of complex technical issues, collaborate with cross-functional teams, and provide exceptional service to ensure client satisfaction.

Key Responsibilities :

- Tier II Technical Support : Provide advanced Tier II technical support for Norstella's SaaS platforms and their related integrations, acting as the first point of escalation for client requests.

- Issue Triage and Resolution : Triage incoming technical issues, perform in-depth troubleshooting, and work towards independent resolution. Escalate issues to relevant teams (Cloud Operations, Product Management, Development) when appropriate, using established processes like the SWARM process.

- Problem Ownership : Take full ownership of client technical issues from initial troubleshooting through root cause analysis, resolution, and final communication to the client.

- Knowledge Management : Enhance internal and external knowledge bases by creating effective and clear articles to improve self-service capabilities for both clients and support teams.

- Performance and Metrics : Achieve and maintain targeted case statistics, such as the number of cases closed and issues resolved, in line with established goals.

- Customer Communication : Engage in professional-level conversations with customers to efficiently gather information, troubleshoot problems, and provide clear and concise resolutions to their technical requests.

- Collaboration : Work hand-in-hand with various internal support teams and the established Tier II team to ensure seamless support delivery.

Required Skills & Qualifications :

- 5+ years of experience in supporting SaaS solutions for an international client base.

- A BS degree or equivalent skill experience.

- Excellent communication skills and the ability to work effectively in a fast-paced, team environment.

- Proven experience working in a cloud (SaaS) environment.

- A strong, customer-oriented mindset with the drive to achieve client satisfaction beyond just a technical resolution.

- A self-starter who can quickly learn new technologies.

- A collaborative team player with the ability to prioritize tasks and manage time effectively.

Preferred Skills :

- Experience with SQL scripting.

- Knowledge of automation tools such as Terraform or proficiency in JavaScript scripting.

- A foundational understanding of and experience with AWS and/or Azure.

- Experience with object-oriented programming languages, such as Java or C#.