Operations & Support
Pune, IndiaFull-timeOn-siteOperations & Support
Role overview
We are seeking Technical Support Specialist to provide high-quality technical support for our B2B SaaS platform. This role focuses on diagnosing and resolving technical issues, supporting customers during incidents, and ensuring reliable day-to-day product usage for enterprise and mid-market 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 enterprise software products
- Familiarity with ticketing systems (Zendesk, Jira Service Management, or similar)
- Exposure to SQL, logs, or basic scripting for troubleshooting
- Experience supporting global or enterprise 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