Platform Support Associate

Role Title: Platform Support Associate

• Experience Required: 13 years in application support, SaaS administration, or IT helpdesk
  
• Education: Graduate Degree (B.E., B.Tech, B.Sc, BCA, or equivalent)
  

Core Responsibilities

• User & Access Management: Handle day-to-day user creation, deactivation, roles, and access across Joule and Pulse platforms.
  
• Ticket Handling & Troubleshooting: Investigate basic platform issues (e.g., job/campaign status mismatches) and escalate to vendor support (Encodify) with clear evidence when required.
  
• Documentation & Maintenance: Maintain user/license logs, write step-by-step SOPs/guides, log configuration changes, and complete release checklists.
  
• Stakeholder Support: Assist Project/Operations Managers with walkthroughs, support the Resource Scheduler, and coordinate with Finance on PO requests and vendor statements.
  

Key Requirements

• Technical Skills: Strong proficiency in Excel/Google Sheets (pivots, lookups), familiar with ticketing or project management tools (Jira, Wrike, Encodify, or similar), and basic SQL/reporting knowledge.
  
• Communication: Clear written and spoken English for UK & US stakeholders.
  
• Desirables: Basic Python, exposure to automation tools (n8n, Zapier), or ITIL Foundation certification.