Technical Support Specialist
About Us:
insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.
Job Description:
Experience: 3–5 Years Qualification: BE / B.Tech / MBA
Location: Hyderabad (Hybrid)
Work Schedule: Shift-based working (including rotational shifts to support global customers across time zones)
Role Overview
We are seeking a skilled and customer-focused Technical Support Specialist to provide L2/L3 application support for enterprise customers using the LeaseController platform. You will serve as a critical bridge between our customers and internal Engineering/Product teams — ensuring complex technical challenges are resolved swiftly, SLAs are consistently met, and customer satisfaction remains exceptional.
This role demands strong analytical thinking, hands-on SQL expertise, and the ability to thrive in a fast-paced SaaS support environment.
Key Responsibilities
Technical Support & Problem Resolution
- Provide production and application support for the LeaseController platform, handling customer incidents, service requests, and system issues end-to-end.
- Diagnose and resolve issues related to application behaviour, calculations, data inconsistencies, integration failures, and system errors.
- Perform thorough root cause analysis on critical production issues and document findings comprehensively.
- Reproduce customer issues in controlled environments and create detailed bug reports for development and product teams.
- Conduct remote troubleshooting sessions, guiding customers through resolution steps with clarity and professionalism.
- Manage cases through ticketing tools, maintaining proactive and transparent communication with clients throughout the lifecycle of each issue.
- Ensure all incidents and service requests are resolved within defined SLA thresholds.
Collaboration & Continuous Improvement
- Partner with Engineering and Product teams for escalated defect resolution and product feedback loops.
- Contribute to the knowledge base, creating and maintaining troubleshooting guides and process documentation.
- Share structured feedback from customer interactions to inform product development and service improvements.
- Mentor and support junior team members, sharing technical expertise and best practices.
Technical Skills
- MS SQL / PL SQL — strong querying, data analysis, and troubleshooting skills
- Application/Production Support — hands-on L2/L3 support experience in SaaS or enterprise environments
- Familiarity with web technologies, REST APIs, and web services
- Ability to read and interpret application logs, error messages, and stack traces
- Experience with ticketing and ITSM tools — ServiceNow, Salesforce Service Cloud, Jira, Zendesk, or equivalent
- Exposure to authentication protocols (Azure AD, SAML) and identity management concepts is a plus
- Basic understanding of networking concepts and SSL/TLS protocols
Functional & Soft Skills
- Strong client management and stakeholder communication skills — written and verbal
- Customer-first mindset with a commitment to delivering exceptional service
- Ability to manage multiple priorities and perform effectively under pressure
- Strong analytical and problem-solving abilities with attention to detail
- Self-motivated, organized, and capable of working both independently and collaboratively
- Flexibility to work in rotational shifts to support global customers across time zones
Added Advantage
- Exposure to financial analysis or lease accounting standards (ASC 842 / IFRS 16)
- Experience supporting financial or SaaS enterprise applications
- Familiarity with enterprise reporting and analytics tools (e.g., Power BI)
- Understanding of SaaS/Cloud environments and deployment configurations
Additional Information
All your information will be kept confidential according to EEO guidelines.
Learn more about our high-energy, high-performance global team: Work With Us
insightsoftware About Us: Hear From Our Team
Background checks are required for employment with insightsoftware, where permitted by country, state/province.
At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
