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Job Description & How to Apply Below
As a member of the Support team your goal is to provide world-class service to our customers. He/she will be expected to live by our cult of the customer; philosophy and will be held accountable for increasing the overall satisfaction of our customer base through assisting in the creation and implementation of customer centric processes and workflow, performing to prescribed metrics goals and contributing to an environment of accountability, growth and positive employee morale.
The Technical Support Engineer will provide and in-depth level of technical support to our customer base and various departments within our client for specified software and SaaS products. This involves taking customer phone calls, responding to customer emails and chats in a timely manner.
Responsibilities:
Serve as front line contact for external customers by answering technical support telephone calls, chats and emails
Answer questions and troubleshoot issues related to use of SaaS software applications
Act as an advocate for the customer and effectively communicate feedback to and from the members of our product development, product management etc. in a very clear and concise method
Take ownership of customer raised issues from initial report to final resolution
Communicate clearly and concisely with customers in written and verbal form, and maintain accurate and timely records on our ticket tracking system - Salesforce
Create support documentation to be used internally as well as for customers
Meet individual case management, SLA and C-SAT goals
Maintain customer support communications in our CRM application - Salesforce
Help expand the knowledge base towards self-serving customers by producing relevant, accurate documentation like FAQs, User manuals, Installation guides etc
Be open to accept additional responsibilities assigned to meet the deadlines
Perform related duties as assigned by Supervisor
Maintain compliance with all company policies and procedures.
Qualifications:
Education - BE, MCA, MCS
1+ years' experience, providing direct technical support to external customers by phone and electronically.
Excellent problem-solving skills and ability to navigate challenging situations, in a professional manner
Proven ability to effectively communicate both orally and written Business communication, with individuals of varying technical skills and abilities
Work collaboratively with willingness to listen and work in fast paced challenging environment
Excellent organizational skills, with the ability to prioritize, manage, multi-task and execute cross-functionally
Requirements:
Experience with product-based or SaaS companies.
Prior exposure to U.S. tax forms (1099, W-9) or interest in learning compliance processes. Experience supporting North America–based users.
Familiarity with authentication flows (MFA, SSO, password resets).
Critical thinking abilities and proficiency with Salesforce and Atlassian Jira. AI Requirements
Proficient in using AI-assisted tools (e.g. Glean, Copilot, or ChatGPT) to accelerate case research, draft customer responses, and retrieve knowledge base articles
Ability to leverage AI-generated suggestions with critical judgment — always validating accuracy and relevance before customer-facing use
Adhere to or client's AI usage policies including data privacy guidelines and responsible, human-in-the-loop use of AI-generated content
S/he must be willing to work in night shifts.
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