L3 Manager

AppZen

Pune, IN
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 12/31/2020
  • Website: appzen.com
  • Company Address: 6201 America Center Dr Suite 300, San Jose, CA, 95002

About AppZen

AppZen delivers the world’s leading AI platform for modern finance teams. Starting with business spend, we automate manual process, uncover problems, and optimize decision making for enterprises around the globe, including one-fourth of the Fortune 500. Our platform combines patented deep learning, computer vision, and semantic analysis with intelligence from thousands of online data sources to understand financial transactions in business context and make decisions before those transactions happen. AppZen is a must-have for CFOs and their teams to reduce spend, comply with policy, and streamline process.

Job Description

AppZen is the leader in AI software for finance teams. Over 1,800 global enterprises use AppZen to automate manual finance processes, reduce expenditures, and gain real-time insights into their business spend trends. Our patented software technology delivers AI deep learning, semantic analysis, and Star Match™, the only automated spend validation that processes intelligence from thousands of data sources, documents, and images to understand financial transactions and make decisions based on finance policies. AppZen is the platform of choice for today’s digital CFO and their teams, including four of the top five banks, four of the top ten media companies, four of the top ten pharmaceutical manufacturers, two of the top five aerospace companies, and six of the top ten software providers.
 
We’ve taken off this year! Since releasing our platform in 2016, over 1,800 enterprises have standardized on AppZen, including three of the top ten banks, four of the top ten media companies, three of the top ten pharmaceutical manufacturers, two of the top five aerospace companies, and five of the top ten software providers. We were a Gartner Cool Vendor, and have been recognized as one of the fastest-growing technology companies in the market. In 2019 we received $50 million in Series C funding from Lightspeed, Redpoint and other leading venture capital firms.
 
Passionate about customers? This role is essential in driving a delightful customer experience. We are customer driven and looking for someone with a unique mix of technical and communication skills to support our Global Fortune 500 customers.

Responsibilities:

    • Manage L3 Technical Support team and also provide 3rd level technical support to customers and partners
    • Being on-call 24x7 on occasion as an SME for the team
    • Continually maintaining and performing an audit regarding knowledge management, on-call roster and RCA
    • Supporting and helping for collecting data for the process and product improvement or enhancement
    • Interacting with Engineering, Operations and cross-functional management regularly on high profile technical issues while providing feedback and leadership to our product support team
    • Reproducing customer issues, file bug reports and coordinate the delivery of fixes
    • Analysing and collecting customer data: log files, Java stack traces, thread dumps, etc
    • Authoring knowledge base articles and driving internal knowledge sharing
    • Should be ready to work in a 24*7 shifts environment.

Must Have:

    • Hands-on experience with Java or Python.
    • Good understanding of Relational Databases Hands-on experience in writing SQL queries
    • Good understanding of JSON and web services based API’s. 
    • Hands-on experience with log analysis tools such as Kibana.
    • Ability to understand our business applications quickly
    • 10+ years in Level 3 support in a SaaS company
Come as you are, we do not discriminate! We celebrate, support, and thrive upon our diverse customer and employee base.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.