{"id":2801632,"url":"https://alion.io/job/talakunchi-application-support-specialist","title":"Application Support Specialist","company":{"id":4442710,"name":"Talakunchi Networks Pvt Ltd","domain":"talakunchi.com","url":"https://alion.io/company/talakunchi","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":22000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":611},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false},{"name":"ISO 27001","optional":true},{"name":"ITIL","optional":true},{"name":"ITSM","optional":true},{"name":"SOC 2","optional":true}],"status":"live","first_seen_at":"2026-06-16T12:10:43Z","employer_posted_date":"2026-06-16","last_verified_at":"2026-10-18T19:33:10Z","board_verified":true,"closed_at":null,"days_open":124,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":123},"description":"Position: Application Support Specialist\nDepartment: Product Success / Product Support\nExperience: 3+ Years\nEmployment Type: Full-Time\nReporting To: Product Success Manager\nRole Purpose\nWe are seeking an experienced and customer-focused Application Support Specialist to provide post-deployment functional support for our cybersecurity solutions. The ideal candidate will be responsible for ensuring seamless client operations, managing incidents, monitoring application performance, and driving customer satisfaction.\nThis role serves as a critical bridge between clients and internal technical teams, focusing on product functionality, issue resolution, compliance alignment, and continuous improvement. The position emphasizes functional and operational support rather than software development or coding.\nKey Responsibilities\n1. Client Support & Issue Management\nServe as the primary point of contact for client support requests and service-related inquiries.\nAnalyze client-reported issues, perform initial troubleshooting, and provide timely resolutions or workarounds.\nEscalate complex technical or system-level issues to Engineering and Development teams as required.\nEnsure prompt resolution of incidents while maintaining high levels of customer satisfaction.\n2. Monitoring & Incident Management\nProactively monitor application dashboards, alerts, logs, and system health to identify anomalies and potential risks.\nManage incidents and service requests through ticketing systems such as ServiceNow, Jira, Redmine, or similar platforms.\nEnsure adherence to defined Service Level Agreements (SLAs) and support processes.\nPerform root cause analysis (RCA) for recurring incidents and recommend preventive actions.\n3. Client Engagement & Communication\nProvide regular updates to clients regarding incident status, service requests, and issue resolutions.\nConduct product demonstrations, onboarding sessions, user training, and refresher workshops.\nGather client feedback and collaborate with internal teams to improve product usability and customer experience.\nBuild strong client relationships through proactive communication and support excellence.\n4. Compliance & Security Oversight\nEnsure client usage of the application aligns with regulatory and compliance requirements, including ISO, SOC, GDPR, and internal security policies.\nAssist clients in generating compliance and audit-related reports.\nIdentify configuration gaps, security risks, or policy deviations and recommend corrective actions.\n5. Functional Testing & Release Validation\nSupport QA and Transition teams in validating application patches, bug fixes, and new feature releases before deployment.\nExecute functional test scenarios to ensure stable and expected application behavior in client environments.\nParticipate in User Acceptance Testing (UAT) and release verification activities.\n6. Hypercare & Transition Support\nProvide hypercare and stabilization support following new deployments or major releases.\nFacilitate smooth handover from implementation and transition teams to Business-As-Usual (BAU) support.\nEnsure continuity of service and minimal disruption during transition phases.\n7. Documentation & Knowledge Management\nDevelop and maintain user manuals, FAQs, runbooks, SOPs, and knowledge base articles.\nDocument incident resolutions, known issues, troubleshooting guides, and best practices.\nShare knowledge and insights with internal teams to reduce recurring issues and improve support efficiency.\n8. Continuous Improvement\nIdentify opportunities to improve support processes, product functionality, and customer experience.\nProvide enhancement recommendations to Product and Engineering teams based on client feedback and usage trends.\nParticipate in post-incident reviews and contribute to automation and self-service initiatives.\nRequired Qualifications\nBachelor's Degree in Computer Science, Information Technology, Cybersecurity, or a related discipline.\nMinimum 3 years of experience in Application Support, Product Support, Technical Support, or a similar client-facing support role.\nExperience supporting enterprise applications, preferably cybersecurity or SaaS-based products.\nStrong understanding of incident management, troubleshooting methodologies, and root cause analysis.\nExperience with ticketing tools such as ServiceNow, Jira, Redmine, or equivalent.\nFamiliarity with SQL, log analysis, and application monitoring tools is preferred.\nBasic understanding of cybersecurity concepts, compliance frameworks, and audit processes.\nExcellent verbal and written communication skills with strong stakeholder management abilities.\nPreferred Skills\nExperience supporting cybersecurity, GRC, compliance, or security monitoring products.\nKnowledge of ITIL/IT Service Management (ITSM) practices.\nFamiliarity with ISO 27001, SOC 2, GDPR, or related compliance standards.\nStrong analytical and problem-solving capabilities.\nAbility to work independently and collaboratively in a fast-paced environment.\nReporting Structure\nReports To:\nProduct Success Manager\nCollaborates With:\nClients\nBusiness Analyst\nTransition Team\nDevelopment Team\nTesting Team\nExperience: 3+ Years\nEmployment Type: Full-Time\nPreferred Joining: Immediate / Short Notice Candidates Preferred","description_format":"text","description_chars":5259,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security"],"lifecycle":[{"event":"open","at":"2026-10-18T02:56:24Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.231,"p_room":0.28,"age_days":124,"expected_fill_days":21,"reasons":["conf:0","ghost","win:tail","crowd:"],"computed_at":"2026-10-18T19:47:01Z"},"pay":null,"html_url":"https://alion.io/job/talakunchi-application-support-specialist","json_url":"https://alion.io/job/talakunchi-application-support-specialist.json","meta":{"generated_at":"2026-10-18T19:47:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23826,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4442710},"rest":"https://alion.io/mcp/rest/get_company?id=4442710"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftalakunchi-application-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftalakunchi-application-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftalakunchi-application-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/talakunchi-application-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftalakunchi-application-support-specialist"}]}