Technical Support Representative
New
IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1+ year
- Required Skills
- PostgreSQLMicrosoft SQL ServerSalesforceJiraRESTful APIsTroubleshootingTechnical supportSaaSZendesk
Requirements
- 1+ year of experience in technical support for cloud-based or web-based software solutions.
- Strong troubleshooting skills with the ability to handle multi-layered technical issues.
- Experience working with ticketing systems such as Zendesk, Jira, or Salesforce.
- Ability to communicate complex technical concepts clearly to both technical and non-technical audiences.
- Familiarity with web applications, APIs, databases, or system integrations.
- Exposure to relational databases (MSSQL or PostgreSQL preferred).
- Understanding of SaaS platforms, cloud environments, or enterprise software.
- Strong customer service mindset with patience and professionalism in high-pressure situations.
- Ability to work independently, prioritize tasks, and manage multiple cases simultaneously.
- Bachelor’s degree in Computer Science or equivalent practical experience.
Responsibilities
- Handle escalated and complex technical support issues for high-value and critical clients.
- Troubleshoot software-related problems across web applications, integrations, databases, and system configurations.
- Work directly with clients to gather requirements, reproduce issues, and drive resolution.
- Serve as an escalation point for junior support representatives and provide technical expertise.
- Collaborate with engineering and product teams to investigate and resolve advanced technical issues.
- Identify, validate, and document product bugs along with expected system behavior.
- Coordinate troubleshooting sessions with clients and provide clear written and verbal updates.
- Maintain accurate case documentation and ensure SLA compliance within ticketing systems.
- Create and update knowledge base articles to improve support efficiency and team capability.
- Participate in on-call support rotations and handle urgent production issues.
- Train and mentor junior support team members on tools, processes, and product knowledge.
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