Job Description
We're looking for a Technical Support Engineer to be the front line for millions of users — resolving issues with empathy, diagnosing problems accurately, and being the voice of the user back to our product and engineering teams.
What you'll do
You'll respond to user issues across email, chat, and in-app channels with empathy, clarity, and speed — diagnosing app, account, and payment or donation issues, reproducing problems, and pinning down root causes. When something needs engineering, you'll escalate it with a clear, reproducible report and partner with the team until it's resolved.
You'll manage a ticket queue against SLAs in a helpdesk or CRM tool, and reduce tomorrow's queue by writing and maintaining help articles, FAQs, and troubleshooting guides that make repeat questions disappear.
Just as important is the feedback loop: you'll spot patterns across tickets, surface recurring issues and feature gaps to the product team, and represent the user's experience internally — not just closing tickets, but improving them.
What you bring
You have two to four years in customer or technical support, ideally for a digital product or mobile app, and your written and verbal communication is warm, clear, and patient.
You bring a logical, curious approach to isolating problems, hands-on experience with helpdesk and CRM platforms like Zendesk, Freshdesk, or Intercom, and enough technical grounding to be comfortable with app behavior, basic API concepts, and reading logs and error messages. You can juggle multiple issues at once, triaging by urgency and impact.
Underneath the skills is the thing we can't teach: genuine care for helping people — including the frustrated ones.
Pay: ₹10,522.81 - ₹40,254.67 per month
Work Location: In person
