Technical Support Associate / Customer Support Specialist – SaaS Location - India Employment Type - Full-time Working Hours - 11:30 PM – 8:30 AM IST / 2:00 PM – 11:00 PM / 7:30 PM – 4:30 AM IST
Roster-based shifts aligned to UK and US business hours . Shift assignments may rotate between day and night shifts on a weekly basis, depending on business requirements. Candidates must be comfortable working rotating shifts and supporting either UK or US hours as scheduled.
Experience Required: - 1–3 years in customer support, technical support, SaaS support, or application support.
About the Role We are looking for a Technical Support Associate to provide first-line support for a SaaS platform used by government and public-sector organizations.
This role is primarily focused on customer support, product guidance, configuration assistance, troubleshooting, and issue ownership . The ideal candidate should be comfortable working with web-based applications, communicating with customers in English, investigating issues independently, and escalating technical problems when deeper investigation is required.
This is not a script-based customer service role . We are looking for someone who is technically curious, resourceful, detail-oriented, and comfortable learning a complex technology product.
Key Responsibilities: -
Provide first-line support through live chat, email, and internal support forms .
Help customers understand and use product features, workflows, configurations, and modules.
Troubleshoot common product and application issues.
Assist customers with configuration and setup-related questions.
Reproduce straightforward issues before escalating them.
Document tickets clearly with relevant details, screenshots, steps to reproduce, and supporting information.
Create Loom videos to explain product workflows or solutions when appropriate.
Join customer calls when required to understand or resolve issues.
Identify issues requiring deeper technical investigation and escalate them to Tier 2.
Communicate issue status, progress, and resolution clearly to customers.
Follow defined response, resolution, and escalation SLAs.
Maintain ticket and queue hygiene and ensure customers receive timely updates.
Contribute to help-center articles, FAQs, and internal knowledge-base documentation.
Support operational activities such as data quality checks, data enrichment, comment moderation, categorization, and data extraction when required.
Identify recurring customer issues and knowledge gaps and suggest improvements.
Work closely with Tier 2, Customer Success, Product, and Engineering teams.
Required Skills & Qualifications: -
1–3 years of experience in SaaS, application, technical, or customer support .
Excellent written and spoken English.
Strong customer-service and communication skills.
Experience supporting a web-based application or SaaS product.
Basic understanding of:
HTML/CSS
Web browsers and browser Developer Tools
concepts
JSON
Basic SQL/data concepts
Familiarity with support/ticketing platforms such as Zendesk, HubSpot, Jira, or similar tools .
Comfortable using Slack/Teams and remote collaboration tools.
Strong attention to detail.
Ability to manage multiple tickets while working against response-time SLAs.
Ability to investigate problems rather than simply follow predefined checklists.
Strong ownership and willingness to learn a complex product.
Good to Have: -
Experience supporting enterprise SaaS products.
Exposure to Datadog or similar monitoring tools .
Exposure to Databricks or similar data platforms .
Basic API testing using Postman or similar tools.
Basic JavaScript knowledge.
Experience with CRM/helpdesk platforms.
Experience in GovTech or public-sector technology.
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