Technical Support Analyst – SaaS
New
M
MonksB2B SaaS
Location: IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 4 to 7 years in technical support, application support, or customer-facing technical roles
- Required Skills
- SQLBashJiraPostman
Requirements
- Have 4 to 7 years of experience in technical support, application support, or customer-facing technical roles.
- Have strong SQL skills for data analysis and troubleshooting.
- Have experience with Jira or similar ticketing tools.
- Be familiar with API testing tools such as Postman.
- Have basic scripting skills, such as Bash.
- Be able to read logs and debug application issues.
- Be able to understand complex SaaS products, configurations, and integrations.
- Have an analytical approach to identifying patterns and root causes and recommending scalable solutions.
- Have written and verbal communication skills to explain technical concepts clearly to diverse stakeholders.
- Experience in a B2B SaaS environment is a plus.
Responsibilities
- Handle customer queries through chat, email, and ticketing systems, and take ownership of issues through resolution.
- Diagnose technical issues by analyzing system logs, running SQL queries, testing APIs, and identifying bugs or integration gaps.
- Support system configuration and administrative tasks, API troubleshooting, integrations, and application performance monitoring.
- Create and maintain knowledge base articles, troubleshooting guides, and internal documentation.
- Collaborate with Product, Engineering, DevOps, and QA to escalate complex issues with reproducible steps and impact analysis.
- Partner with QA to identify opportunities for automation.
- Communicate proactively with customers during incidents.
- Contribute to post-mortems by identifying root causes and driving improvements to systems and processes.
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