Technical Support Analyst – SaaS

New

Fully remote position based in India.Full-TimeSenior

Salary not disclosed

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Job Details

Experience: 4–7 years of experience in technical support, application support, or another customer-facing technical role.
Required Skills: SQLBashJiraSaaSPostmanTechnical support

Have 4–7 years of experience in technical support, application support, or another customer-facing technical role.
Have experience supporting complex SaaS products, configurations, and integrations.
Bring hands-on experience with ticketing platforms such as Jira or similar tools.
Have strong SQL skills for data analysis, investigation, and troubleshooting.
Have experience with API testing and troubleshooting tools such as Postman.
Have basic scripting knowledge, such as Bash, and the ability to use scripts for troubleshooting and operational tasks.
Be able to read application and system logs and diagnose technical issues.
Have a solid understanding of APIs, application configurations, integrations, and SaaS architectures.
Be able to identify patterns, determine root causes, and recommend scalable solutions.
Communicate technical concepts clearly to technical and non-technical stakeholders.
Collaborate effectively with cross-functional teams while managing customer issues independently.

Act as a first- or second-line technical contact for customers through chat, email, and ticketing systems, taking ownership of issues through resolution.
Troubleshoot SaaS product functionality, configuration, data, integration, and application issues.
Analyze system and application logs, run SQL queries, test APIs, and investigate technical defects or integration gaps.
Support system configuration and administrative activities, including API troubleshooting, integrations, and application performance monitoring.
Escalate complex issues to Product, Engineering, DevOps, and QA with clear documentation, reproducible steps, and impact assessments.
Partner with QA teams to identify opportunities for test and support-process automation.
Communicate proactively with customers throughout incidents and provide clear, timely updates on progress and resolution.
Contribute to post-incident reviews and root-cause analysis, helping identify and implement long-term corrective actions.
Create and maintain knowledge-base articles, troubleshooting guides, and internal documentation.
Identify recurring issues and opportunities to improve systems, processes, and the customer experience.

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