Apprication pvt ltd

Job Title

International Technical Support Engineer (SaaS)

Job Summary

You will provide technical support for a cloud-based SaaS product to users/customers across multiple countries/time zones. Your primary goal is to ensure high availability, smooth user experience, fast resolution of issues, and maintaining strong customer satisfaction. You’ll work closely with product, development, and customer success teams to improve product quality and user experience.

Key Responsibilities

• Respond to and resolve technical issues reported by international customers via email, chat, phone, or ticketing system.
• Troubleshoot problems related to software, networking, API integrations, permissions/authentication, cloud infrastructure, performance issues, etc.
• Guide customers through onboarding, configuration, and usage of the SaaS product.
• Reproduce customer-issues in test or staging environments to isolate root-causes.
• Document issues clearly (logs, steps to replicate, environment details) and maintain a well-organized knowledge base / FAQ / help documentation.
• Escalate complex or urgent issues to engineering or senior teams when required.
• Monitor usage metrics, application performance, system health, and proactively identify potential issues.
• Collaborate with cross-functional teams (Product, QA, DevOps, Infrastructure) to share feedback from customers, suggest product improvements, and ensure quality.
• Ensure compliance with SLAs (response time, resolution time) and maintain customer satisfaction/performance metrics.
• May require working in shift rotations / out-of-hours support to cover global customers.
• Assist in validation/testing of new features / releases from a support perspective to catch potential edge cases.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology or related field (or equivalent experience).
• Proven experience (2-5+ years) in technical support or helpdesk roles for SaaS or cloud-based applications.
• Strong problem-solving skills, ability to dig into logs, trace issues back to root causes.
• Good knowledge of APIs, integrations, web technologies (e.g., HTTP, REST), authentication & authorization protocols (e.g. OAuth, SAML) is a plus.
• Familiarity with cloud infrastructure (AWS, Azure, GCP) or managed SaaS deployment environments.
• Comfortable using monitoring / logging tools and dashboards.
• Experience with ticketing systems (Zendesk, Freshdesk, Jira etc.) and remote support tools.
• Excellent verbal and written communication skills in English; additional language skills preferred if supporting non-English markets.
• Customer-oriented mindset: patience, clarity, empathy.

Preferred / Nice-to-Have

• Basic scripting or debugging skills (e.g. Python, Bash) to assist in automating tasks or analyzing issues.
• Experience with database queries (SQL or NoSQL) to investigate data layer issues.
• Exposure to performance monitoring / APM tools (New Relic, Datadog, etc.).
• Familiarity with cloud security, identity management, permissions.
• Prior experience supporting enterprise customers, or in B2B SaaS.
• Knowledge of ITIL or other support best practices.

Working Conditions

• Rotational shifts / flexible hours to cover international time zones.
• Remote work capability or hybrid/office based (depending on company).
• May need to coordinate across teams in different geographies.
• Occasional pressure from incident or outage response, requiring calmness under stress.

KPIs / Metrics

These are often used to measure performance in this role:

• First response time
• Resolution time
• First contact resolution rate
• Customer satisfaction (CSAT)
• Ticket backlog / open tickets
• Escalation frequency
• Number of repeat issues / recurring problems

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Job description:

Apprication Pvt Ltd -Hiring for BPO Technical support Executive- Work from office -Night shift - Goregaon(E)

Job Summary

Serve as a global front-line technical expert for POS software (SaaS). You will troubleshoot issues, support installations, manage integrations, and deliver an exceptional customer experience, collaborating closely with merchants, developers, and internal stakeholders across regions.

Core Responsibilities

1. Software Support & Incident Management

• Act as the primary point of contact for customers—respond via tickets, phone, email, and chat. Provide timely and high-quality SaaS POS support.
• Troubleshoot software platform issues, including POS functionality, APIs, payment integrations, and cloud connectivity.
• Log, track, escalate, and follow through on tickets; use tools like JIRA.

2. POS Integrations & API Troubleshooting

• Support integration between the SaaS platform and POS systems, payment gateways, and backend services. Diagnose and resolve integration issues.

3. Documentation, Knowledge Base & Training

• Create and maintain support documentation such as FAQs, onboarding guides, and troubleshooting articles.
• Identify gaps in self-help documentation and help fill them.
• Provide training for Merchants and support team members.

5. Merchants Communication & Stakeholder Collaboration

• Keep Merchants updated on ticket status, resolution timelines, and escalations.
• Work cross-functionally with product, engineering, onboarding, and customer success teams.
• Handle administrative tasks, process compliance, and internal alignment.

Qualification

• Fluent English Required – Your international accent should clear communication across borders
• Accent Requirement-English with an International (Neutral) Accent
• Merchant Support Partner – Guide merchants with software issues via phone and email—empathetically and efficiently
• Remote Installation Wizard – Install software remotely with finesse and precision.

Full Stack Developer (4+ Years of Experience)

Location: Goregaon East

Job Type: Full-timeJob Summary:

We are seeking a highly skilled and experienced Full Stack Developer with a minimum of four years of hands-on experience in designing, developing, and deploying robust and scalable web applications. The ideal candidate will have a strong understanding of front-end and back-end technologies, with proven expertise in Node.js, React.js, and MySQL. Additionally, a solid comprehension of cloud services, particularly AWS, is essential for this role. You will be a key member of our dynamic development team, contributing to all phases of the software development lifecycle.Key Responsibilities:

Full Stack Development: Design, build, and maintain efficient, reusable, and reliable code for both client-side and server-side application components.

Front-End Development: Develop user-facing features using React.js, ensuring a seamless and responsive user experience across various devices and browsers.

Back-End Development: Architect and implement server-side logic and APIs using Node.js and associated frameworks (e.g., Express.js).

Database Management: Design and manage relational databases using MySQL, including writing optimized queries, creating schemas, and ensuring data integrity and performance.

AWS Integration: Should familiar with AWS services for application deployment, scalability, and maintenance. This includes working with services such as EC2, S3, RDS, Lambda, and API Gateway.

Collaboration: Work closely with product managers, designers, and other engineers to understand requirements, provide technical insights, and deliver high-quality software solutions.

Code Quality and Testing: Write unit and integration tests to ensure code quality and application stability. Participate in code reviews to maintain high standards of code.

Performance Optimization: Identify and address performance bottlenecks to ensure the application is fast and efficient.Required Skills and Qualifications:

Experience: A minimum of 4 years of professional experience in full-stack web development.

Back-End Proficiency: Strong proficiency in Node.js and its core principles. Experience with frameworks like Express.js and other is highly desirable. Familiarity with in-memory data stores like Redis and search engines like OpenSearch.

Front-End Proficiency: In-depth knowledge of React.js and its core principles, including experience with popular React.js workflows (such as Flux or Redux). Experience with frameworks is highly desirable.

Database Expertise: Solid experience with MySQL, including database design, query optimization, and data migration. Experience with other database systems, including NoSQL databases like MongoDB, columnar databases like Click House, and other relational databases like PostgreSQL.

JavaScript Mastery: Advanced proficiency in JavaScript, including ES6+ features, asynchronous programming, and modern front-end build pipelines.

AWS Knowledge: A good understanding of core AWS services, including but not limited to EC2, Lambda, S3, EBS etc.

Web Fundamentals: Proficient understanding of HTML5, CSS3, RESTful APIs, Jira and version control systems (e.g. Bitbucket).

Problem-Solving: Excellent analytical and problem-solving skills with a keen attention to detail.

Communication: Strong verbal and written communication skills and the ability to work effectively in a team environment.

Key Responsibilities:

• Develop and drive comprehensive testing strategies across multiple projects.
• Design and maintain scalable test automation frameworks (UI/API).
• Lead end-to-end testing efforts including test planning, execution, defect tracking, and reporting.
• Ensure test coverage of business-critical features across web, desktop, and/or mobile platforms.
• Collaborate with cross-functional teams (developers, BAs, product owners) to clarify requirements and ensure testability.
• Perform exploratory, regression, smoke, sanity, performance, and security testing as required.
• Identify quality risks and implement mitigation strategies.
• Mentor and train junior QA engineers and set QA best practices.
• Contribute to continuous integration and continuous testing initiatives.
• Drive process improvement initiatives within the QA team.

Required Skills and Experience:

• 10+ years of experience in software testing with a solid understanding of QA methodologies.
• Strong experience in automation tools like Selenium, Cypress, Playwright, Appium, or similar.
• Solid knowledge of REST API testing tools such as Postman, Swagger, or SoapUI.
• Experience working in Agile/Scrum or DevOps environments.
• Familiarity with CI/CD tools such as Jenkins, GitLab CI, or Azure DevOps. And Appium experience
• Strong understanding of programming/scripting languages like Java, Python, or JavaScript.
• Experience using test case and defect management tools (e.g., JIRA, TestRail, Zephyr).
• Exceptional analytical, troubleshooting, and debugging skills.
• Strong documentation and communication skills.

Preferred Qualifications:

• ISTQB Advanced Level or equivalent QA certification.
• Experience testing SaaS, enterprise platforms, or mobile applications.
• Knowledge of cloud platforms (AWS, Azure, GCP) and cloud testing tools.
• Performance testing experience with JMeter, LoadRunner, or similar.
• Experience working in regulated environments (e.g., finance, healthcare) is a plus.

Apprication Pvt Ltd Hiring for iOS Developer – Work from office -Goregaon (E) Job description - 1. Candidate must know about iOS with 1yr-2.5yrs experience in iOS development - Good knowledge of Swift programming. 2. Design and build applications for the iOS platform. 3. Identify and correct bottlenecks and fix bugs. Location: Goregaon(E) Bachelor's (Preferred)