Lead Application Support

What's the opportunity?We are looking for a Lead Application Support professional with excellent communication skills to join Sriggle, a company that develops SaaS-based software solutions for the travel industry.RequirementsWhat will I be doing?Maintain customer relationships and satisfaction by providing exceptional service and ensuring we deliver value through our services.Serve as primary escalation contact for high priority support cases, including overall triage management.Ensure the adherence to SLAs, and Key Metrics according to Organization expectations and objectives.Coordinate with internal teams as needed to meet customer needs and requirements, while managing customer expectations.Hire and train support team to provide effective customer communications.Be proud of what you work on, obsess about the quality of the work you produce.What skills do I need?7+ years of experience in supporting web based enterprise applications.A technology centric background.Previous advanced support experience with data driven, web based applications.Proficient in database systems SQL and operating systems like windows workstation, Server OS. Knowledge on APIs and Integration would be plus.Strong logical, analytical and problem solving skills.Excellent communication skills in English.Can work in a fast paced, ever changing, startup environment.Desired ExperienceCreated and maintained comprehensive documentation, including detailed troubleshooting guides, operational runbooks and knowledge base articles.Conduct in-depth root cause analysis for recurring incidents, translating technical findings into actionable solutionsWorking experience of supporting applications in the SaaS/Travel domain