Software Support Engineer — B2B SaaS | Technical Customer Support

Location: Fully Remote — Bangalore, India preferred; other eligible locations considered.

Working Hours: US or Oceania business hours, with flexibility to support the European team when required.

Scaleflex is an international B2B SaaS company helping mid-market and enterprise customers worldwide streamline digital content operations. Our Digital Asset Management (DAM), Media Optimization (DMO / Cloudimage), and Visual AI solutions help brands organize digital assets, optimize images and media, and deliver visual content across websites, e-commerce platforms, and digital channels.

With around 50 colleagues across Europe and Asia, we combine international ambition with the agility of a close-knit team. We value customer-centric thinking, technical curiosity, ownership, and open collaboration.

We are seeking a hands‑on Software Support Engineer who can independently troubleshoot complex customer issues, communicate clearly, and contribute to reliable, scalable technical support.

• Own technical support tickets in Zendesk/Jira from investigation through resolution, providing timely, empathetic customer updates.
• Troubleshoot SaaS application, configuration, integration, and performance issues using browser Dev Tools, logs, SQL queries, and diagnostic tools.
• Investigate REST API issues including authentication, HTTP status codes, JSON payloads, and rate limits.
• Monitor application and infrastructure health, assess incidents, and elevate customer-impacting issues promptly.
• Reproduce bugs, document evidence and steps to reproduce, and partner with QA and Engineering on root cause analysis.
• Handle live-chat technical questions from customers and prospects; route qualified commercial inquiries to Sales.
• Create knowledge base articles and troubleshooting guides to reduce recurring issues and improve self‑service.
• Support Implementation teams with customer configurations and integrations; coordinate clear handovers across time zones.
• Identify recurring patterns and propose improvements to support processes, automation, and product reliability.

• Work a defined primary shift covering either US or Oceania business hours. For India-based hires, US coverage generally involves evening/night hours;
  Oceania coverage generally involves early mornings.
• Provide occasional flexibility for EU-time-zone training, meetings, urgent escalations, and handovers; schedule and frequency to be agreed in advance.

You are a customer-centric problem solver who enjoys understanding software deeply, taking ownership, and making technical topics accessible. You work autonomously in a remote, international team, prioritize effectively, and know when to elevate.

• Hands-on experience in Technical Support, Software Support Engineering, Application Support, or Developer Support for SaaS, cloud, or web products.
• Strong analytical troubleshooting and root cause analysis skills, including customer‑facing incident ownership.
• Working knowledge of REST APIs, HTTP/HTTPS, JSON, authentication, and API troubleshooting.
• Practical experience with browser Dev Tools, HTML, SQL, application logs, and ticketing/issue‑tracking systems (e.g., Zendesk, Jira).
• Understanding of CDN, caching, or web performance concepts; basic coding or scripting ability to investigate integrations.
• Hands‑on experience using AI tools to speed up troubleshooting, research, and customer communication.
• Clear written and verbal communication, customer empathy, and effective collaboration with QA and Engineering.
• Reliability and autonomy in remote work, including availability for the agreed US or Oceania shift and occasional EU overlap.

A Computer Science degree or equivalent…