Application Support Intern / Junior Support Engineer
Remote – Tamil Nadu preferred
Experience Required: Freshers / 0 – 2 year (internship or entry-level)
Employment Type: Full-time / Internship
About the Role
We’re looking for curious, technically-minded freshers to join our Customer Support team as Application Support Interns. This is a great entry point into the tech industry you’ll learn how real-world software applications work, get hands-on with troubleshooting tools, and grow into a confident support professional with mentorship from our experienced L2 and engineering teams.
No prior work experience required just a solid technical foundation, willingness to learn, and a passion for solving problems.
WHAT YOU'LL DO:
- Technical Support & Troubleshooting
- Handle incoming support tickets and assist customers in resolving common application issues
- Learn to use logs, browser developer tools, and monitoring dashboards to diagnose problems
- Escalate complex issues to senior engineers with clear descriptions and steps to reproduce
- Follow up with customers to confirm issues are resolved
- Problem Solving & Learning
- Understand the patterns behind recurring issues and suggest observations to the team
- Learn to read error messages, API responses, and basic stack traces
- Participate in root cause analysis discussions led by senior engineers
- Customer Communication
- Respond to customer queries in a professional, empathetic, and timely manner
- Translate technical findings into simple language for non-technical customers
- Document conversations and outcomes clearly in the ticketing system
- Documentation & Knowledge Sharing
- Write up solutions to issues you’ve resolved for the team knowledge base
- Help keep internal troubleshooting guides and FAQs up to date
- Share learnings with peers to help the whole team improve
- Team Collaboration
- Work alongside senior engineers and learn from mentoring sessions and code walkthroughs
- Participate in team stand-ups, training sessions, and retrospectives
- Contribute ideas for improving support processes
WHO WE'RE LOOKING FOR :
Education & Background
- Fresh graduate (B.E. / B.Tech / B.Sc.) in Computer Science, IT, or related field
- Students in final year may also apply for internship roles
Technical Foundation (you should have some familiarity with)
- Basic understanding of how web applications work (client-server model, APIs, HTTP)
- Ability to read and understand error messages and logs at a beginner level
- Familiarity with SQL basics and relational databases
- Exposure to any ticketing or project management tool (Jira, Trello, etc.) is a bonus
- Basic scripting knowledge (Python or Bash) is a plus, not a requirement
Soft Skills
- Strong written and verbal communication in English
- Genuinely curious and a self-starter you enjoy figuring out how things work
- Patient, empathetic, and customer-focused
- Comfortable asking questions and admitting when you don’t know something
- Organized and able to manage a few tasks at the same time
WHAT YOU'LL GAIN :
- Hands-on exposure to enterprise SaaS applications and real customer issues
- Mentorship from experienced L2 engineers and engineering teams
- Structured learning path with clear growth milestones
- Experience with industry-standard tools: Zendesk, Jira, monitoring platforms
- Foundation to grow into an L1 → L2 → Senior Support Engineer career track
- Certificate of completion / pre-placement offer (PPO) based on performance (for interns)
NICE TO HAVE :
- Personal projects, college coursework, or hackathon experience involving web apps or APIs
- Any internship or part-time experience in a customer-facing or technical role
- Familiarity with cloud platforms (AWS, GCP, Azure) even at a conceptual level
- Interest in DevOps, monitoring, or site reliability topics
Cultural Expectations :
- We prioritize the well-being of both our pet care providers and the pets they care for. This means being responsive and available when they need us, which includes holidays, weekends, and occasional late hours.
- We have an unyielding commitment to serving our customers, working diligently until they are fully satisfied.
- We focus on attention to detail and quality in everything we do, ensuring excellence in our products and services.
- We are passionate about building something extraordinary and revolutionizing the pet care industry with our innovative solutions.
- A love for pets is at the heart of what we do.
Our Values :
- Collaborative Mindset: We believe in working with team members in a truly inclusive way as a team player
- Agility: Execute with high urgency with complete ownership, passionate about driving results.
- Kindness: We assume positive intent, celebrate co-worker success, avoid toxic behaviors, and call out bad acting when we see it.
- Trust: We are authentic, humble, and empathetic. Empathy is the cornerstone of building trust. And in a world that is certain to be full of change, trust is a requirement
- Fearlessness: We are bold, honest, direct, and candid. We dare to challenge assumptions and push boundaries. And we are not afraid when someone challenges us. If we make mistakes, which we will, they are unique and good opportunities to learn
- Discourse, Not Dissonance: We encourage constructive discourse and welcome challenges. We strive to create an environment where the best ideas rise to the top, and data drives decisions.
- Understanding, Not Consensus: As leaders, we stand firm in our informed convictions until overturned by data. We embrace healthy disagreement but commit to the outcome once a decision is made.
- Ownership: We empower each other to solve problems and take initiative to achieve our goals. We are purposeful and intentional in our thinking, knowing that we are individually accountable for our impact on the company results.
- Curiosity: We are passionate about learning and constantly seek opportunities to grow and develop. We adapt and mature with the ever-changing landscape of our industry.
Benefits :
- Opportunity to work with cutting-edge technology.
- Fast-paced and dynamic work environment.
- Chance to make a real impact on a growing company.
RunLoyal is an equal opportunity employer, and we value diversity at our company. We don’t discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.