Technical Support Specialist

New

JobgetherSaaS communications

Based in IndiaFull-Time

Salary not disclosed

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Job Details

Have experience in a technical support role within a SaaS, telecommunications, or platform-based company.
Bring strong troubleshooting and analytical skills for investigating complex technical problems methodically.
Have hands-on experience working with APIs and webhooks.
Be familiar with Postman or comparable API testing tools.
Have experience investigating browser behavior using developer tools or HAR files.
Have excellent written and verbal communication skills in English.
Be able to explain technical concepts and complex issues clearly to non-technical customers and internal stakeholders.
Have strong organizational skills, including the ability to manage multiple investigations and prioritize effectively.
Bring a customer-focused mindset and a proactive approach to problem-solving.
Preferred: experience troubleshooting CRM integrations, particularly Salesforce, HubSpot, or Zendesk.
Preferred: familiarity with Datadog, Looker, AI-powered SaaS products, SMS, MMS, WhatsApp, Jira, or Confluence.

Investigate escalated issues involving platform integrations, APIs, telephony configuration, messaging, analytics, and reporting.
Diagnose CRM integration issues involving platforms such as Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, and Monday.com.
Examine webhook payloads, API responses, request logs, and authentication settings to identify and resolve technical problems.
Use Postman, browser developer tools, and HAR files to investigate platform behavior and reproduce reported issues.
Troubleshoot SMS, MMS, and WhatsApp functionality, including integration and configuration problems.
Investigate issues with AI-powered features, including transcription, AI-generated call summaries, and AI Voice Agent behavior.
Lead live customer troubleshooting sessions when necessary and explain technical findings clearly.
Collaborate with Product, Engineering, CRM providers, and telecommunications partners to reproduce bugs and diagnose platform issues.
Train frontline support teams and create and maintain internal documentation and knowledge base articles.
Identify recurring issues, recommend support-process improvements, and contribute to platform reliability.

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