Technical Support Engineer

About the Role

We are looking for a Technical Support Engineer (L1) to provide first-level support for NetSuite ERP users. The role involves handling user queries, resolving standard incidents, supporting functional business processes, and ensuring service requests are addressed within agreed SLAs. This position requires close collaboration with internal teams and US-based stakeholders during EST to PST.

Key Responsibilities

• Provide first-level functional and application support for NetSuite users.
• Handle incidents, service requests, and user queries within SLA.
• Troubleshoot issues related to Financials, Order-to-Cash (O2C), Procure-to-Pay (P2P), CRM, and Inventory modules.
• Manage user accounts, roles, permissions, and access requests.
• Support CSV imports, basic Saved Searches, and standard reports.
• Assist users with NetSuite navigation and transaction-related issues.
• Escalate unresolved functional or technical issues to L2 support.
• Maintain ticket updates, documentation, and knowledge articles.
• Support release validation and post-deployment verification.
• Follow ITIL Incident, Problem, Change, and Request Management processes.
• Deliver excellent customer service while maintaining high customer satisfaction (CSAT).

Technical Skills

• NetSuite Navigation
• User & Role Management
• Basic Saved Searches
• Reports & Dashboards
• CSV Import (Basic)
• Basic SuiteFlow understanding
• Ticketing tools (Jira, ServiceNow, Azure DevOps, ServiceHub)

Functional Knowledge

• Financial Management
• Order-to-Cash (O2C)
• Procure-to-Pay (P2P)
• Inventory Management
• CRM Basics

Preferred Qualifications

• Bachelor's degree in Computer Science, IT, Engineering, or related field.
• 1–2 years of ERP/Application Support experience.
• Exposure to NetSuite ERP.
• NetSuite SuiteFoundation Certification (Good to Have).
• ITIL Foundation Certification (Good to Have).

Soft Skills

• Excellent communication skills.
• Customer-focused mindset.
• Strong analytical and troubleshooting abilities.
• Willingness to work in EST to PST.