Provide advanced, client-facing technical support for a SaaS IT management platform. Diagnose complex application issues involving integrations, authentication, APIs, automation workflows, logs, and platform behavior. Advise enterprise customers on integrations, workflow optimization, and advanced features, while collaborating with Development and Customer Success teams. The role requires strong communication, troubleshooting expertise, SaaS application support experience, rapid technology learning, and availability for EMEA/APAC business-hour overlap.
InvGate is a growing SaaS company focused on IT Asset Management (ITAM) and IT Service Management (ITSM), helping more than 1,600 organizations across 60+ countries streamline their IT operations and service delivery.
To support our continuous growth, we are looking for an Application Support Analyst to join our team. This is a client-facing role focused on helping partners and customers get the most out of our platform by solving complex functional and technical challenges. You’ll work closely with IT administrators and enterprise customers troubleshooting integrations, authentication flows, automation workflows, APIs, and platform behavior.
Some of the role’s responsibilities include:
- Advanced Troubleshooting: Act as the primary technical point of contact for external clients, diagnosing and resolving complex application issues.
- Technical Consulting: Guide clients on best practices for platform integration, workflow optimization, and advanced feature usage.
- Cross-functional Collaboration: Work closely with the Development and Customer Success teams to resolve client requests and improve the product.
You might be a great fit if you:
- Are fluent in English and have excellent written and verbal communication skills (at least a C1 level is required).
- Enjoy working with clients and providing top-level support.
- Have 3+ years of experience supporting SaaS or complex enterprise applications for external users.
- Have strong communication and troubleshooting skills.
- Enjoy digging into application logic and logs to understand the “why” behind an issue.
- Have a passion for learning new technologies and products quickly, adapting to a fast-paced and evolving technical environment.
- Are willing and able to work with overlap to EMEA/APAC business hours, with shifts typically starting around 6am IST.
It’s a big plus if you have experience with:
- Directory Services: Knowledge of Active Directory and LDAP for user authentication and management.
- Environments: Familiarity with Windows and Linux operating systems and experience working within virtualized environments.
- Web Servers & Networking: Administration of Apache and a solid understanding of network connectivity and protocols.
- APIs: Familiarity with RESTful APIs and tools like Insomnia, Postman, or cURL to test endpoints, analyze responses, and diagnose integration issues.
- Databases: Ability to write and execute SQL queries to perform data analysis required for the troubleshooting process.
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