Technical Support Specialist

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.

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