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.
The ideal candidate is:
- Customer-focused
- Technically curious
- Resourceful and proactive
- Detail-oriented
- Comfortable communicating with customers
- Comfortable learning new technology
- Able to work independently
- Comfortable with SLA-driven environments