Responsibilities
Ticket Management & Resolution
- Monitor and triage all incoming support tickets across customers and partners, ensuring nothing falls through the cracks
- Prioritise issues based on severity, customer tier, and business impact
- Investigate and resolve technical issues independently, escalating to product or engineering only when necessary
- Maintain clear, timely communication with customers throughout the resolution process — no ghost tickets
- Document resolutions and build a knowledge base to deflect recurring issues over time
Customer & Partner Calls
- Get on calls with customers and partners to understand problems firsthand — no hiding behind tickets
- Help customers set up and configure the product correctly, walking them through workflows, integrations, and edge cases
- Conduct onboarding sessions for new partners and customers when needed
- Translate customer pain into structured bug reports or feature requests for the product team
Monitoring & Proactive Support
- Keep an eye on system health, error logs, and anomalies that may indicate issues before customers report them
- Identify patterns in support volume and surface recurring problems to the product and engineering teams
- Contribute to improving internal processes, documentation, and tooling to reduce ticket load over time
What We're Looking For
- 1–3 years of experience in a technical support, implementation, or customer success engineering role
- Comfortable reading logs, understanding APIs, and debugging integrations — you don't need to write production code, but you need to speak the language
- Strong written and verbal communication — you can explain a technical issue to a non-technical customer without condescension
- High ownership mindset — you treat every open ticket as your personal responsibility until it's closed
- Comfortable working in a fast-paced startup where processes are still being built, not just followed
- Experience with support tools (Freshdesk, Zendesk, Intercom, or similar) is a plus
- Exposure to chatbot platforms, messaging APIs (WhatsApp, SMS), or SaaS B2B products is a bonus
Pay: ₹400,000.00 - ₹800,000.00 per year
Benefits:
- Flexible schedule
- Health insurance
- Provident Fund
Application Question(s):
- Current CTC
- Expected CTC
- Notice period
- Total Years of experience
- Current location
Work Location: In person
