The Role

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.

Key Responsibilities & Tasks

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.

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.
  
  

Problem Identification and Resolution

• Analyze reported issues to identify trends and recurring problems.


• Proactively monitor application performance, identify potential bottlenecks, and implement preventive solutions.

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.

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.

Quality Assurance

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

Work Experience

• Proven experience (2–7 years) in application support, including Level 2 roles.


• 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.

Personal Attributes

• Stakeholder-focused mindset with a commitment to delivering exceptional service.


• Ability to work under pressure and prioritize tasks in a fast-paced environment.


• Strong teamwork and collaboration skills.


• Continuous learner, keeping up-to-date with technology trends and best practices.


• Attention to detail and passion for resolving complex technical challenges.
  
  

Additional Notes

• Willingness to work in 24/7 shifts, including night shifts.


• Ready to relocate within 15km radius if staying far from the office location.