Application Support Engineer

About Panacea Hub

Panacea Hub operates as a dedicated white-labeled backend platform that empowers Managed Service Providers and diverse enterprises globally. They provide scalable managed IT infrastructure, cloud security, workflow automation, and innovative digital offerings, available 24/7 across multiple timezones under client branding.

Job Overview

We seek a knowledgeable Application Support Engineer located in Ahmedabad to assist enterprise clients in resolving technical issues regarding our software, primarily focusing on Microsoft 365 and SharePoint integrations. This role requires managing customer queries, troubleshooting software faults, and collaborating with internal teams.

Key Responsibilities

• Handle customer support tickets via email or ticketing software and diagnose software problems.
• Examine application logs to identify reasons behind errors.
• Reproduce client-reported issues within a testing environment and escalate complex defects to the development team.
• Communicate technical solutions clearly to customers and provide regular updates on their ticket progress.

Candidate Requirements

• Educational qualification: Degree in IT, Computer Science, Engineering, or related disciplines.
• Technical knowledge of Microsoft 365, SharePoint, Windows operating systems, and fundamental web and networking principles.
• Strong analytical and problem-solving skills with a logical mindset.
• Excellent verbal and written English communication skills alongside a courteous and cooperative demeanor.
• Availability to perform rotational shifts including day, afternoon, and night shifts in order to serve global clients.