Customer Technical Support Engineer - L2

AppZen is the leader in autonomous spend-to-pay software. Its patented artificial intelligence accurately and efficiently processes information from thousands of data sources so that organizations can better understand enterprise spend at scale to make smarter business decisions. It seamlessly integrates with existing accounts payable, expense, and card workflows to read, understand, and make real-time decisions based on your unique spend profile, leading to faster processing times and fewer instances of fraud or wasteful spend. Global enterprises, including one-third of the Fortune 500, use AppZen’s invoice, expense, and card transaction solutions to replace manual finance processes and accelerate the speed and agility of their businesses. To learn more, visit us at www.appzen.com.

Responsibilities:

• Provide 2nd level technical support to customers and partners, leveraging 5-7 years of experience.
• Interact regularly with Engineering, Operations, and cross-functional management on high-profile technical issues, offering feedback and leadership to the product support team.
• Reproduce customer issues, file bug reports, and coordinate the delivery of fixes.
• Analyse and collect customer data including log files, Java stack traces, and thread dumps.
• Author knowledge base articles and drive internal knowledge-sharing initiatives.
• Be prepared to work in a 24x5 shift environment.

Must-Have:

• Experience in writing basic SQL queries.
• Hands-on experience with log analysis tools such as Kibana.
• Familiarity with ticketing systems i.e Zendesk, JIRA.
• Knowledge of API testing and troubleshooting using tools like Postman.
• Ability to quickly understand business applications.
• Strong knowledge of JSON and web services-based APIs.
• At least 2 years of experience in Level 2 support within a SaaS company.

We are equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.