Technical Support Associate - SaaS

Technical Support Associate / Customer Support Specialist – SaaS
Location - India
Employment Type - Full-time
Working Hours - 11:30 PM – 8:30 AM IST / 2:00 PM – 11:00 PM / 7:30 PM – 4:30 AM IST

Roster-based shifts aligned to UK and US business hours . Shift assignments may rotate between day and night shifts on a weekly basis, depending on business requirements. Candidates must be comfortable working rotating shifts and supporting either UK or US hours as scheduled.

Experience Required: -
1–3 years in customer support, technical support, SaaS support, or application support.

This role is primarily focused on customer support, product guidance, configuration assistance, troubleshooting, and issue ownership . The ideal candidate should be comfortable working with web-based applications, communicating with customers in English, investigating issues independently, and escalating technical problems when deeper investigation is required.

This is not a script-based customer service role . We are looking for someone who is technically curious, resourceful, detail-oriented, and comfortable learning a complex technology product.

Key Responsibilities: -

• Provide first-line support through live chat, email, and internal support forms .
• Help customers understand and use product features, workflows, configurations, and modules.
• Troubleshoot common product and application issues.
• Assist customers with configuration and setup-related questions.
• Reproduce straightforward issues before escalating them.
• Document tickets clearly with relevant details, screenshots, steps to reproduce, and supporting information.
• Create Loom videos to explain product workflows or solutions when appropriate.
• Join customer calls when required to understand or resolve issues.
• Identify issues requiring deeper technical investigation and escalate them to Tier 2.
• Communicate issue status, progress, and resolution clearly to customers.
• Follow defined response, resolution, and escalation SLAs.
• Maintain ticket and queue hygiene and ensure customers receive timely updates.
• Contribute to help-center articles, FAQs, and internal knowledge-base documentation.
• Support operational activities such as data quality checks, data enrichment, comment moderation, categorization, and data extraction when required.
• Identify recurring customer issues and knowledge gaps and suggest improvements.
• Work closely with Tier 2, Customer Success, Product, and Engineering teams.

Required Skills & Qualifications: -

• 1–3 years of experience in SaaS, application, technical, or customer support .
• Excellent written and spoken English.
• Strong customer-service and communication skills.
• Experience supporting a web-based application or SaaS product.
• Basic understanding of:
• HTML/CSS
• Web browsers and browser Developer Tools
• concepts
• JSON
• Basic SQL/data concepts
• Familiarity with support/ticketing platforms such as Zendesk, HubSpot, Jira, or similar tools .
• Comfortable using Slack/Teams and remote collaboration tools.
• Strong attention to detail.
• Ability to manage multiple tickets while working against response-time SLAs.
• Ability to investigate problems rather than simply follow predefined checklists.
• Strong ownership and willingness to learn a complex product.

Good to Have: -

• Experience supporting enterprise SaaS products.
• Exposure to Datadog or similar monitoring tools .
• Exposure to Databricks or similar data platforms .
• Basic API testing using Postman or similar tools.
• Basic JavaScript knowledge.
• Experience with CRM/helpdesk platforms.
• Experience in GovTech or public-sector technology.

The ideal candidate is:

• Customer-focused
• Technically curious
• Resourceful and proactive
• Detail-oriented
• Comfortable communicating with customers
• Comfortable learning new technology
• Able to work independently
• Comfortable with SLA-driven environments