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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong troubleshooting and debugging skills, particularly in SQL and Model N application configurations, while effectively managing customer support tickets and expectations. Exhibits a customer-centric mindset and the ability to communicate clearly and professionally in a SaaS environment.
Highest-signal resume keywords
Troubleshooting And Debugging SkillsStrong SQL SkillsExperience In SaaS-Based ApplicationsCustomer-Centric MindsetEffective Written And Verbal Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingDebuggingSQLLog AnalysisData Dictionary UnderstandingApplication Architecture KnowledgeReporting Tools KnowledgeDiagnostics ExtractionAnalytical SkillsProblem-Solving Skills
Soft Skills
Customer-Centric MindsetAdaptabilityContinuous LearningEffective CommunicationAbility To Work Independently
Tools & Technologies
Model NCognosLookerJSMOracleSQL DeveloperSharePointExcel
Industry Keywords
Enterprise SaaSCustomer SupportTicket Lifecycle ManagementKnowledge RepositoriesProcess Improvements
Tech Stack
Tools & technologiesCognosOracleSQL
About the role
Key responsibilities & impact- Manage assigned customer support tickets and own the ticket lifecycle
- Continuously build technical, business, and product expertise
- Develop deep expertise in one or more functional or technical areas
- Contribute to knowledge repositories and documentation
- Analyze, troubleshoot, and resolve customer issues
- Provide frequent, clear customer updates and next steps
- Set and manage customer expectations throughout the ticket lifecycle
- Participate in customer meetings and discussions
- Communicate professionally and handle sensitive issues with guidance from senior team members
- Collaborate with team members and support team decisions
- Escalate issues appropriately when customer relationships are at risk
- Consistently meet SLAs and commitments
- Contribute to team knowledge and process improvements
Requirements
What you’ll need- Troubleshooting and debugging skills, including log analysis
- Understanding of Model N application configurations and behavior
- Strong SQL skills, including joins, subqueries, views, and inline queries
- Familiarity with data dictionaries and application architecture
- Knowledge of reporting tools such as Cognos and Looker
- Understanding of enterprise SaaS environments
- Experience with JSM, Oracle, SQL Developer, SharePoint, and Excel
- Ability to extract diagnostics such as heap dumps and thread dumps
- Strong analytical and problem-solving skills
- Effective written and verbal communication
- Ability to work independently with minimal supervision
- Customer-centric mindset
- Adaptability and continuous learning attitude
- Bachelor’s degree in Computer Science, Engineering, Mathematics, or related field, or equivalent experience
- 2+ years of experience supporting enterprise-level software in a customer-facing environment
- Experience in SaaS-based applications preferred
Benefits
Comp & perks- Competitive total rewards package
- Benefits and compensation provided in accordance with Model N’s India programs and applicable local requirements
- Support for employee well-being and professional growth
- Recognition of good work and support for growth over time