Technical Support Engineer SaaS

Vadodara, Gujarat, India

About Company:

We are a Hybrid company with multiple in-house products and client products which means our team gets to work with the latest technologies always. Just in 6 years, we have grown to 45+ full-time developers in Vadodara and 400+ salespeople in the US.

Roles and Responsibilities:

• Deliver prompt & courteous, timely responses/support across all support channels (email, chat, Slack, video conference)

• Provide outbound video call support to customers as and when required

• Utilize internal documentation and develop comprehensive product knowledge to effectively handle general customer inquiries, various integrations, API issues, and related technical troubleshooting for our B2B SaaS products.

• Proactively identify trends for relevant teams. Report missing knowledge articles on our product websites, Help center articles, or other required edits to Senior Specialists or Managers

• Provide swift resolutions to diverse customer inquiries across 24x5 shifts, ensuring consistent support coverage.

• Stay updated on product developments, policy updates, known issues, user feedback, and comprehensive understanding of the compliance domain, our SaaS products, and supported integrations.

• Proactively identify and address outages or critical issues, ensuring timely communication with engineers and managers. Track and report customer feedback to relevant stakeholders for continuous improvement.

Requirements:

• 1-3 years of relevant work experience in Customer or Technical Support in SaaS.

• Excellent written and verbal communication in English

• Proficient in technical troubleshooting with cloud, API and integrations.

• Familiarity with the basics of Cloud infrastructure providers & Change management solutions

• Bachelors/Engineering Degree preferred

Why join us?

• All our products are being used by thousands of users each day which means you get to work with the latest technologies.

• As all our products are enterprise-grade solutions so you get to work with the latest technologies to compete with the world.

• Flexible working hours

• In 5000 companies, the world recognizes us as the fastest-growing company in the US with 400+ salespeople just in the USA.

• Work-life balance

• 5 Days Working

Job Type: Full-time

Experience: 1+ years

Location: Vadodara, Gujarat