THE OPPORTUNITY We are seeking an experienced Tier 2 Application Support professional to provide multi-channel support for our suite of SaaS applications & environments. As part of our Client Experience team, the Tier 2 Support Engineer role is key to assuring the success and satisfaction of global clients using our products. The ideal candidate will have a proven track record of researching, investigating, troubleshooting and solving customer issues, supporting Enterprise clients, have experience working with Internet Application and Database technologies. Primary support responsibilities involve our SaaS software as well as partner integrations. To be successful in this role, you should be a self starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who adopts to challenges. THE RESPONSIBILITIES Be primary point of contact for the Tier 1 Support team, coordinating with the Tier 3 team to drive Tier 2 issues to resolution Manning Tier 2 support desk for Global Support team. Maintain current knowledge of multiple areas of our product and its platform Familiarization with Sapaad s suite of products, including third party application integration; become an internal expert on supporting, troubleshooting and investigation issues with Sapaad s various modules Provide technical expertise for both key software modules for configurations and investigation Maintain and create documentation around technical troubleshooting and best practices Provide input regarding methods to increase operational efficiencies and technical product improvements Resolve all issues through diligent research, reproduction and troubleshooting Escalations and Follow up with the Application Development teams as well as specific application team on pending high priority trouble tickets 24/7 proactive monitoring of application logs Prepare and maintain Documentation, Reports, and provide follow up status on identified tasks On time Escalation and Reporting of alerts according to Incident Management process Daily / Weekly Report preparation based on the specified already agreed format and sending the same to pre-assigned set of recipients Sending the reports on specified time and day and informing the concerned recipients in terms of delay due to any dependencies Maintain, update and implement the standard escalation procedures complete with notification matrix and escalation standards Escalate the incidents based on the standard procedure and run down follow-up reporting per team and area, escalate incidents till closure Analysis of the reporting and alerts raised by various infrastructure devices, provide daily reports on alerts and work with application team to achieve zero application error Fine tuning of configuration to maintain performance and functionality of the monitoring solutions in place. THE REQUIREMENTS Bachelor s degree with minimum of 0-1 year experience in product support Good communicator Ability to use own initiative High attention to detail Self-motivated Ability to perform effectively when there are pressure peaks Flexibility

This role is ideal for someone who thrives in fast-paced environments, has a growth mindset, and wants to be at the forefront of India s SaaS sales revolution. In this role you ll engage with ambitious restaurant owners entrepreneurs who are passionate about their craft and constantly looking for ways to grow. These are high-energy decision-makers who thrive in a fast-moving industry. By introducing them to Sapaad, you ll help them optimize operations, increase profits, and stay ahead in a highly competitive market. This role is more than just selling it s about educating, advising, and building relationships with restaurant owners who rely on technology to streamline their operations. You ll develop a deep understanding of the industry and become an expert in helping business owners drive success. This is not another entry-level sales job it s an opportunity to develop the skills, mindset, and discipline needed to excel in a competitive industry. THE RESPONSIBILITIES 1. Take ownership of the initial step in the sales process by connecting with potential customers (Inbound & Outbound) and initiating high-quality sales conversations. 2. Engage with restaurant owners and decision-makers through calls, emails, and various communication channels. 3. Understand customer needs, educate them about Sapaad s platform, and generate interest in our solutions. 4. Maintain an organized pipeline of prospects and ensure timely follow-ups to keep the sales process on track. 5. Schedule appointments and coordinate product demos for Product Specialists to support the sales journey. 6. Develop a strong understanding of SaaS sales methodologies and effective customer engagement strategies. QUALIFICATIONS & SKILLS REQUIRED Freshers with 0-1 year of experience, preferably from BBA, Psychology, or Engineering backgrounds. Excellent spoken and written English skills are a must. Strong interpersonal and communication skills, with the ability to initiate, engage, and build conversations effortlessly. Quick thinker with the ability to adapt and navigate dynamic conversations. Self-motivated, with a passion for sales, problem-solving, and personal growth. Fluency in English is essential; knowledge of Hindi and other regional languages is a strong advantage. Willingness to travel domestically and internationally (if required) for face-to-face meetings with customers.

Develop AI-augmented partnership strategies that anticipate and proactively address partner needs Create intelligent partner onboarding and engagement frameworks Design adaptive communication approaches using AI-powered behavioral insights Establish and track key performance indicators for partner success Develop ecosystem mapping and predictive partnership modeling Coordinate cross-functional teams to optimize partner integration experiences Generate market intelligence and partnership trend analysis Technical Partnership Support Provide high-level technical guidance for API integration challenges Validate technical requirements and connect partners with appropriate resources Translate complex technical concepts for diverse stakeholder audiences Collaborate with documentation and development teams to ensure partner success REQUIRED QUALIFICATIONS 2+ years of experience in partner management, account management, or technical partnerships Proven ability to leverage AI tools for: Relationship intelligence Predictive communication strategies Partnership performance analysis Strong project management and organizational skills Exceptional communication and relationship-building capabilities Understanding of software development and API ecosystem fundamentals Bachelor s degree in Business, Computer Science, or related field TECHNICAL SKILLS Partnership Management : AI-powered relationship intelligence Partner performance tracking and strategic partnership forecasting Strategic communication design Technical Understanding : API integration concepts SaaS partnership dynamics AI Tools : Advanced prompt engineering Insights generation Adaptive communication strategies Analytical Skills : Performance metric design Predictive modeling Ecosystem intelligence gathering Preferred Qualifications Experience in restaurant, hospitality, or SaaS technology sectors Previous work with API-driven partnerships Demonstrated innovation in using AI for business strategy Personal Qualities Strategic, forward-thinking mindset Exceptional interpersonal skills Adaptive learner Comfort with technological innovation Ability to balance technical depth with strategic vision

Create comprehensive API documentation using AI-augmented content generation Develop adaptive documentation frameworks that can dynamically update based on technological changes Design intelligent documentation workflows that leverage AI for rapid prototyping and iteration Implement advanced version control and documentation maintenance protocols Collaborate with development teams to translate complex technical specifications into clear, accessible narratives Establish and enforce documentation standards that embrace AI-driven consistency Create multi-modal documentation strategies that blend human expertise with AI-generated insights Continuously refine documentation quality through intelligent feedback mechanisms REQUIRED QUALIFICATIONS 3+ years of experience in technical writing, preferably in API documentation Strong understanding of RESTful API concepts and authentication methods Advanced skills in: AI-powered content generation Prompt engineering Intelligent documentation workflow design Proficiency with documentation tools (Swagger, Postman) Expertise in markup languages (Markdown, AsciiDoc) Exceptional ability to communicate complex technical concepts Demonstrated track record of using AI to enhance documentation processes TECHNICAL SKILLS Documentation Tools Swagger, Postman AI-assisted writing platforms Languages Markdown AsciiDoc AI Integration Prompt engineering Content generation Intelligent editing and refinement Version Control : Git Technical Understanding API design principles Software development lifecycles PREFERRED QUALIFICATIONS Background in software engineering or technical communication Experience with SaaS documentation Contributions to open-source documentation projects Advanced degree in Technical Communication PERSONAL QUALITIES Intellectual curiosity about technological communication Ability to see documentation as a dynamic, intelligent product Comfort with continuous technological adaptation Creative problem-solver Meticulous attention to detail Passion for clear, precise communication