Sr. Application Support Engineer

About the Job

ketteQ is a supply chain planning and automation platform. We are looking for extremely strong and experienced Application Support Engineers to provide client support for Service Delivery application built on Salesforce Platform. This job comes with a very attractive compensation package and work-from-home benefits. You will get to work with large global brands and a highly experienced team global team. If you are high-energy, motivated, and initiative-taking individual then this could be a fantastic opportunity for you. Candidates must meet the following requirements.

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Duties & Responsibilities

Responsibilities‍

Manage client requests via customer support portal, email, phone, and video calls
Work with the client to establish the right priority of the issues
Ensure that all service requests are responded to as per the defined SLAs
Validate customer reported issues in customer production environment
Diagnose and troubleshoot incidents across a wide array of services and functional areas
Drive issues and problems toresolution
Perform Root Cause Analysis of issues
Escalate to internal teams as needed
Understand client’s enhancements request and work with the R&D team to prioritise these requests
Monitor the system
Configuration management of applications
Provide user training as needed
Participate in calls between the client and the implementation or R&D team

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Requirements

Requirements

Minimum 3 years of experience in an application support or technical consultant role for cloud-hosted supply chain applications
Expertise in Salesforce based field service applications
Service oriented individual with strong customer management skills
Excellent analytical skills
Excellent verbal and written communication skills and ability to communicate effectively with both highly technical andnon-technical personnel
Proficiency in Japanese with a good working knowledge of English
Ability to work effectively in a dynamic start-up environment

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