Technical Support Representative - Tier 2

New

SideB2B SaaS

Workable workplace: remote; Workable locations: Hyderabad, Telangana, IndiaFull-TimeMiddle

Salary not disclosed

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Job Details

Languages: Excellent written and verbal English communication skills
Experience: 3+ years of experience in technical support or a similar customer-facing technical role
Required Skills: OAuthJiraGoogle WorkspaceSlackZendeskTechnical support

Have 3+ years of experience in technical support or a similar customer-facing technical role; B2B SaaS experience is preferred.
Have experience supporting enterprise customers and managing complex technical issues through resolution.
Have hands-on experience with customer administration, access management, and user provisioning.
Have working knowledge of SAML 2.0, OAuth, and OpenID Connect (OIDC).
Have experience reviewing authentication or SSO logs and diagnosing access and sign-in failures.
Have experience troubleshooting Google Workspace and Microsoft 365, including administrative consoles and integrations.
Have technical knowledge of web and mobile application troubleshooting, including login, account access, browser, performance, and video/audio connectivity issues.
Understand networking concepts including Wi-Fi, VPNs, firewalls, bandwidth, and connectivity.
Be able to reproduce technical issues systematically and document steps, screenshots, logs, and browser or device information.
Have experience escalating issues to Engineering and creating actionable Jira tickets.
Have hands-on experience with Slack, Zendesk, and Jira, including raising and tracking issues with cross-functional teams.
Have experience managing and prioritizing support queues against SLAs.
Have excellent written and verbal English communication skills and be able to explain technical issues to non-technical audiences.
Be willing and flexible to work rotational shifts.

Manage and prioritize enterprise customer support tickets while meeting response and resolution expectations.
Investigate and resolve complex issues across web and mobile applications, account access, integrations, authentication, reporting, and customer configurations.
Manage customer platform access and diagnose program, track setup, Admin Dashboard, and reporting issues.
Troubleshoot SSO and non-SSO login issues, including SAML, Microsoft, and Google authentication errors.
Analyze authentication and SSO logs to identify the cause of access failures.
Troubleshoot Google Workspace, Microsoft 365, Microsoft Teams integrations, and related administrative-console issues.
Diagnose video, audio, browser, network, VPN, firewall, bandwidth, and connectivity issues; review Vonage Video API session data.
Partner with Support Engineering and Engineering to investigate customer issues, defects, and assessment problems; route escalations to the appropriate engineering squad.
Create detailed Jira bug tickets with reproduction steps, expected and actual behavior, logs or screenshots, environment details, and customer impact.
Follow up on escalations, confirm resolutions with customers, escalate critical outages, and keep stakeholders informed.

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