Technical Support Specialist
New
Based in India, 24x7 on-call rotationsFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1–3 years
- Required Skills
- RESTful APIsTroubleshootingTechnical supportCRMCustomer SuccessSaaS
Requirements
- 1–3 years of experience in technical support, IT helpdesk, SaaS, CRM, or related fields
- Strong troubleshooting skills with a structured and logical problem-solving approach
- Excellent written and verbal communication skills in English
- Familiarity with SaaS platforms, APIs, web technologies, or cloud-based systems
- Ability to work with ticketing systems and meet SLAs in a performance-driven environment
- Strong multitasking, prioritization, and organizational skills
- Customer-first mindset with empathy and professionalism in all interactions
- Eagerness to learn, adapt, and grow in a technical environment
- Exposure to marketing technology, eCommerce, or AI-assisted tools is a plus
Responsibilities
- Own and resolve customer support tickets across the platform, ensuring structured diagnostics and timely resolution
- Provide clear, empathetic, and proactive communication throughout the customer support lifecycle
- Maintain ticket hygiene, SLA compliance, and consistent adherence to support processes
- Create and update knowledge base articles to improve internal efficiency and self-service capabilities
- Troubleshoot issues involving APIs, integrations, SaaS systems, and data flows
- Collaborate with engineering, product, and cross-functional teams for issue resolution and escalation
- Participate in 24x7 on-call rotations and ensure uninterrupted customer support coverage
- Contribute to continuous improvement of support workflows and operational best practices
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