Operations & Support
Technical Support Specialist
This page describes the Technical Support Specialist opening at Orvera AI, an AI agent company for customer experience teams, and how to apply.
Pune, IndiaFull-timeOn-siteOperations & Support
Role overview
We are seeking a Technical Support Specialist to provide high-quality technical support for our AI agents for customer experience teams. This role focuses on diagnosing and resolving technical issues, supporting customers during incidents, and ensuring reliable day-to-day product usage for our customers.
You will work closely with Engineering, Customer Success, and DevOps teams to resolve issues efficiently and improve product stability over time.
Key responsibilities
Technical Issue Resolution
- Troubleshoot and resolve customer-reported technical issues across application, API, and system layers
- Analyze logs, system behavior, and configuration issues to identify root causes
- Escalate complex issues to Engineering with clear documentation and reproduction steps
Customer Communication & Incident Support
- Communicate clearly and professionally with customers regarding issue status and resolution
- Support incident response during outages or high-severity issues
- Provide timely updates and manage expectations during active issues
Product & Platform Knowledge
- Develop deep understanding of product workflows, features, and configurations
- Assist customers with setup, configuration, and best practices
- Support integrations and data-related issues where applicable
Process & Documentation
- Document issues, resolutions, and workarounds in ticketing systems and knowledge bases
- Identify recurring issues and contribute to root-cause analysis and preventive fixes
- Suggest product or process improvements based on support trends
Cross-Functional Collaboration
- Partner with Engineering and DevOps to improve product reliability and supportability
- Work with Customer Success to ensure smooth customer experience post-resolution
- Contribute to support process improvements and tooling enhancements
Qualifications
- 2–5+ years of experience in Technical Support, Application Support, or Production Support
- Strong problem-solving skills and comfort troubleshooting technical systems
- Working knowledge of web applications, APIs, and basic system concepts
- Strong written and verbal communication skills
- Ability to manage multiple tickets and priorities in a structured environment
Preferred Experience
- Experience supporting B2B SaaS or complex software products
- Familiarity with ticketing systems (Zendesk, Jira Service Management, or similar)
- Exposure to SQL, logs, or basic scripting for troubleshooting
- Experience supporting global B2B customers
What We Offer
- Opportunity to work on production systems used by global customers
- Clear growth path into advanced support, engineering, or customer success roles
- Collaborative, engineering-aligned support environment
- Competitive compensation and benefits in Pune, India