<div class="content-intro"><p>Syndigo gets great products chosen. Every choice in commerce, whether by a shopper, a search engine, a marketplace, or an AI assistant, is made on product data, and our software makes that data complete and trusted and moves it across the industry's largest two-sided commerce network: 15,000+ brands and 3,500+ retailers. Companies like AutoZone, Colgate-Palmolive, Dole International, Unilever, and Walgreens trust Syndigo to get their products chosen. Learn more at <a class="x_Hyperlink x_SCXW119145975 x_BCX4" href="https://nam04.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.syndigo.com%2F&data=05%7C02%7CBrianna.Sprutta%40syndigo.com%7Cb92e522c65a84b3d2ca808df090f6260%7Cf97df943e0064ddb89ab7c266ca1e0bd%7C0%7C0%7C639239633817574419%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=ygxbt7gDOgqiIyaC4QfJm2kukJkN9xSURHy78IEaEOQ%3D&reserved=0" data-auth="NotApplicable" data-outlook-id="599c69ec-14b8-4e75-976a-fd301c828415" data-linkindex="1"><u>www.syndigo.com</u></a>.</p></div><p><span style="text-decoration: underline; font-size: 12pt;"><strong data-olk-copy-source="MessageBody">**This is a hybrid position that requires 3 days per week in office at our Bangalore location**</strong></span></p> <p><strong>L1 Support Role </strong>provides reliable, customer-focused application support for Syndigo SaaS products in a global 24x7 environment. The role covers incident and service-request ownership, troubleshooting, SLA adherence, clear communication, knowledge management, and continuous improvement. L1 focuses on intake, triage, standard resolution and escalation.</p> <p><strong><span data-contrast="auto"><span data-olk-copy-source="MessageBody">HOW WE’LL BE WINNING TOGETHER DAY TO DAY</span></span></strong></p> <ul> <li>Own assigned incidents and service requests from acknowledgement through resolution or controlled escalation.</li> <li>Provide application and configuration support for SaaS products while meeting response, update and resolution SLAs.</li> <li>Communicate clearly with customers and internal stakeholders, including impact, progress, workarounds, next steps and closure confirmation.</li> <li>Troubleshoot application behavior using logs, monitoring data, API traces, configuration review, data validation and controlled testing in lower environments.</li> <li>Protect customer information and follow security, change, access and production-support procedures.</li> <li>Document troubleshooting steps, resolutions, known errors, workarounds and reusable knowledge articles.</li> <li>Participate in shift handovers, operational reviews, ticket-quality checks and continuous improvement activities.</li> <li>Collaborate with other support levels, L2, SRE, Engineering, Product, QA, Cloud Operations and customer-facing teams when required.</li> </ul> <h3>WE SHOULD TALK IF THIS SOUNDS LIKE YOU</h3> <ul> <li>Hands-on support exposure to SaaS applications hosted on public-cloud platforms such as Microsoft Azure or AWS.</li> <li>API troubleshooting using tools such as Postman, including request/response analysis, authentication, status codes and payload validation.</li> <li>Working knowledge of data formats and configuration structures such as JSON and XML.</li> <li>Ability to review application and system logs using monitoring or observability tools such as Kibana, Grafana or equivalent platforms.</li> <li>Experience with ticketing and service-management tools such as Jira Service Management, ServiceNow or equivalent.</li> <li>Understanding of Linux-based systems, microservices and multi-tenant application environments.</li> <li>Exposure to data imports and exports, relationships, validations, workflow configuration, business rules and reporting.</li> </ul> <p><strong>Qualifications</strong></p> <ul> <li>Bachelor's degree or equivalent practical experience in Computer Science, Engineering, Information Technology or a related discipline.</li> <li>Typically, 2+ years of relevant experience in application, product or technical support.</li> <li>Experience supporting global customers through ticketing systems, email, remote troubleshooting and phone or live-support channels.</li> <li>Excellent written and verbal communication, structured troubleshooting and customer-handling skills.</li> <li>Willingness to work in a 24x7 shift roster, including weekends and holidays as scheduled.</li> </ul> <p><strong>Nice to Have</strong></p> <ul> <li>Basic Java knowledge or the ability to read application code and stack traces.</li> <li>Exposure to Docker, Kubernetes or other container-orchestration platforms.</li> <li>Familiarity with Nginx, Elasticsearch, MySQL, Kafka and related application-platform technologies.</li> <li>ITIL Foundation or practical experience with incident, request, problem and change management.</li> <li>Experience creating dashboards, operational reports, automation, monitoring alerts or support knowledge content.</li> </ul><div class="content-conclusion"><h2><strong>Diversity, Equity & Inclusion</strong></h2> <p>To achieve the best version of our organization, we know it takes new ideas, new approaches, new perspectives and new ways of thinking. A purpose we are 100% committed to cultivating. Diversity is woven into our fabric at Syndigo and it’s how we