Collaboration Application Support Engineer

Job Description:

We are seeking a skilled and proactive Collaboration Application Support Engineer to support and enhance enterprise collaboration and productivity platforms. The ideal candidate will have hands-on experience managing, troubleshooting, and optimizing tools such as Adobe, Google Workspace, Slack, Figma, TextExpander, Slido and Lucid Suite etc.

This role involves ensuring high availability, performance, and user satisfaction across collaboration platforms, while also contributing to automation initiatives and continuous improvement of support processes. The candidate will work closely with cross-functional teams, stakeholders, and end users to resolve issues, implement enhancements, and drive operational excellence.

Key Responsibilities:

• Provide L2/L3 support for collaboration and productivity applications.
• Monitor, troubleshoot, and resolve incidents, service requests, and platform issues within SLA.
• Manage user access, configurations, and integrations across tools like Google Workspace, Slack, Adobe, Figma, etc.
• Perform root cause analysis (RCA) and implement preventive measures.
• Collaborate with vendors and internal teams for issue resolution and upgrades.
• Maintain system documentation, runbooks, and knowledge base articles.
• Support platform upgrades, releases, and new feature rollouts.
• Ensure compliance with security policies and access controls.
• Identify opportunities for automation and process optimization in support operations.
• Assist in onboarding/offboarding users and managing licenses efficiently.

Required Skills and Experience:

• 5–7 years of experience in SaaS Application Support, providing operations and technical support for enterprise collaboration tools.
• Hands-on experience supporting and administering Google Workspace (Admin Console, Gmail, Drive, Meet), Slack, Adobe Suite, Figma, Lucid Suite, and TextExpander.
• Experience working with user administration, license management, and access control across collaboration platforms.
• Strong knowledge of incident, problem, and change management processes (ITIL practices).
• Experience troubleshooting application issues using logs, monitoring tools, and system diagnostics.
• Understanding of SSO, identity and access management (IAM), and security best practices for SaaS platforms.
• Familiarity with API integrations, REST APIs, and webhooks used for integrating collaboration tools.
• Exposure to scripting or automation (Shell, Python, or similar) to improve operational efficiency.
• Experience working with ticketing and service management tools such as ServiceNow and Jira.
• Exposure to cloud platforms such as Google Cloud Platform (GCP) is an added advantage.
• Experience building automation solutions to streamline operational tasks and platform management is a plus.
• Demonstrated ability in vendor management and coordinating communications with external partners.

Interpersonal and Communication Skills:

• Strong verbal and written communication skills with the ability to interact with both technical and non-technical stakeholders.
• Proven ability to handle high-priority incidents with professionalism and clarity.
• Excellent problem-solving and analytical thinking.
• Ability to work in a fast-paced, collaborative environment.
• Strong ownership mindset and attention to detail.
• Experience in stakeholder communication, including status updates and incident reporting.
• Ability to mentor junior team members and contribute to team knowledge sharing.

Preferred Qualifications:

• Bachelor's degree or the equivalent combination of education plus relevant experience