Sr. Application Support Engineer

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.

‍

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

‍

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

‍

• Experience with following tools/technologies is required:

1. Salesforce Platform
2. Databases like PostgreSQL
3. SQL
4. ETL tools (Pentaho, Talend)
5. Unix operating system
6. Jira
7. MSOffice

Education: Bachelor’s degree in Engineering, Computer Science, or similar

‍