Technical Support Representative

Technical Support Representative

This role is part of a customer-focused technical support team responsible for resolving complex issues across cloud-based software products used by large public-sector and enterprise clients. You will act as a key point of contact for escalated technical cases, helping customers troubleshoot, understand, and resolve product-related challenges. The environment is fast-paced and collaborative, requiring strong analytical thinking and clear communication with both technical and non-technical stakeholders. You will work closely with engineering and product teams to diagnose issues, validate bugs, and ensure timely resolution aligned with service-level agreements. This position offers exposure to diverse technologies including web applications, databases, and system integrations. It is well suited for professionals who enjoy problem-solving, technical investigation, and delivering high-quality customer support experiences.

Accountabilities

• Handle escalated and high-priority technical support cases for enterprise and critical customers, ensuring timely resolution and SLA adherence.
• Work directly with customers to gather issue details, troubleshoot problems, and guide them toward effective solutions.
• Act as an escalation point and subject matter expert for assigned product areas, providing deep technical insight and support.
• Collaborate with Engineering and Product teams to investigate, validate, and document software defects and expected system behavior.
• Conduct structured troubleshooting sessions, providing clear written and verbal summaries of findings and resolutions.
• Maintain accurate case documentation in ticketing systems and ensure proper tracking of issue status and resolution progress.
• Participate in on-call rotations and contribute to continuous improvement of support processes and knowledge base content.

Requirements

• 1–2 years of experience in technical support for cloud-based, SaaS, or web-based applications.
• Strong troubleshooting and analytical skills with the ability to diagnose complex technical issues systematically.
• Excellent communication skills with the ability to simplify and explain technical concepts to diverse audiences.
• Hands-on experience with ticketing systems such as Salesforce, JIRA, or similar platforms.
• Solid understanding of web applications, software configurations, and basic system troubleshooting.
• Technical degree in Computer Science or equivalent practical experience preferred.
• Familiarity with databases, operating systems, or CI/CD tools is a plus but not mandatory.
• Ability to remain calm and effective in high-pressure, customer-facing situations.

Benefits

• Competitive compensation aligned with experience and skills
• Remote work flexibility within India
• Opportunity to work with global enterprise and public-sector customers
• Exposure to modern SaaS technologies and complex technical environments
• Career development opportunities within customer support and technical operations
• Inclusive and collaborative remote-first work culture