Senior ERP Application Support Engineer

Job Title: Senior Customer Support Engineer ERP

Company: TYASuite Software Solutions Private Limited

Experience: 2 - 3 Years

About the Role

TYASuite is looking for a Senior Customer Support Engineer to help customers use our ERP effectively and resolve functional and technical issues. The ideal candidate should understand business processes, communicate clearly with clients, and take ownership of support tickets from initial investigation to closure.

Key Responsibilities

- Provide ERP application support through email, calls, remote sessions, and the support ticketing system.

- Understand customer issues, reproduce reported problems, and troubleshoot functional, configuration, and data-related errors.

- Support workflows across procurement, purchase orders, inventory, vendor management, invoicing, finance, and approvals.

- Prioritize tickets based on business impact and meet agreed response and resolution timelines.

- Coordinate with development and QA teams, providing clear issue descriptions, reproduction steps, screenshots, and relevant logs.

- Keep customers informed about progress, workarounds, and resolution timelines.

- Validate fixes before confirming resolution and closing tickets.

- Conduct user training and guide customers on ERP features and best practices.

- Maintain support documentation, FAQs, troubleshooting guides, and knowledge-base articles.

- Identify recurring issues, suggest product improvements, and mentor junior support team members.

Required Skills and Experience

- Minimum 23 years of customer or application support experience with any ERP platform.

- Good understanding of ERP workflows and business processes in procurement, inventory, invoicing, or finance.

- Strong troubleshooting, analytical, and problem-solving skills.

- Excellent verbal and written communication skills, with the ability to explain issues to non-technical users.

- Experience handling customer escalations and managing multiple support tickets.

- Ability to work independently and coordinate effectively with internal teams.

- Strong customer focus and ownership of issues through resolution.

Preferred Skills

- Basic SQL knowledge for investigating and validating data.

- Familiarity with application logs, APIs, integrations, and browser developer tools.

- Experience supporting cloud-based ERP or SaaS applications.

- Exposure to ERP implementation, user training, or accounting processes.

Qualification

Bachelors degree in Computer Science, IT, Engineering, Commerce, or a related field, or equivalent relevant experience.