Job Summary
We are looking for an experienced Technical Support Analyst to provide technical and application support for enterprise SaaS products. The ideal candidate should have 2+ years of experience in Technical Support, Application Support, Product Support, SaaS Support, or Implementation Support, with strong troubleshooting abilities, excellent customer communication skills, and experience managing support tickets in a fast-paced environment.
The role involves troubleshooting customer issues, performing root cause analysis, collaborating with cross-functional teams, documenting solutions, and ensuring timely resolution while maintaining high customer satisfaction and SLA compliance.
Key Responsibilities
- Receive, triage, and manage technical support tickets through Zendesk for enterprise products, including APIs, EasyPay, FSM, Data Direct, and related platform services.
- Monitor assigned support queues, prioritize inbound requests, and provide timely updates to customers and internal stakeholders.
- Troubleshoot customer-reported issues using product documentation, API documentation, system logs, support history, and internal knowledge resources.
- Perform initial investigation and root cause analysis to determine whether issues are customer-side, configuration-related, product-related, integration-related, or require escalation.
- Communicate directly with customers via email and virtual meetings to clarify issues, provide status updates, explain next steps, and guide them toward resolution.
- Advise customers and internal teams on product updates, known issues, configuration changes, process improvements, and recommended troubleshooting steps.
- Collaborate with Support, Professional Services, Customer Success, Product, Engineering, and Management teams to resolve complex or recurring issues.
- Escalate product defects, recurring issues, and system failures to Engineering or Product teams with complete documentation, supporting evidence, business impact, and reproduction steps.
- Build, maintain, and improve internal knowledge articles, troubleshooting guides, support playbooks, and process documentation.
- Identify trends and recurring issues across APIs, EasyPay, FSM, Data Direct, and other supported products to recommend process improvements.
- Document issue details, customer communications, root cause analysis, resolution steps, and escalation history within Zendesk, Jira, Confluence, and related systems.
- Meet SLA response and resolution targets while managing multiple support cases simultaneously.
- Recommend preventive actions, automation opportunities, documentation improvements, and operational enhancements to reduce repeat incidents.
Skills & Qualifications
- Bachelor's degree in Computer Science, Information Technology, Computer Information Systems, or a related field.
- Minimum 2+ years of experience in Customer-Facing Technical Support, SaaS Support, Application Support, Implementation Support, or Product Support.
- Strong functional understanding of SaaS products, API documentation, technical troubleshooting workflows, customer support operations, and escalation management.
- Experience using Zendesk or similar ticketing platforms to manage support tickets, SLAs, and customer communications.
- Ability to troubleshoot API CRUD operations, payment workflows, FSM activities, reporting, data delivery, user access, configurations, file processing, and system behavior.
- Excellent verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
- Experience conducting customer meetings, gathering requirements, explaining technical findings, and driving issues toward resolution.
- Strong documentation skills with experience creating knowledge base articles, troubleshooting guides, escalation summaries, and technical documentation.
- Analytical mindset with the ability to identify recurring issues, trends, and process improvement opportunities.
- Ability to prioritize and manage multiple support cases in a fast-paced environment.
- Strong collaboration skills with cross-functional teams including Support, Professional Services, Product, Engineering, Customer Success, and Management.
Preferred Technical Skills
- Zendesk
- Jira
- Confluence
- Slack
- Microsoft Teams
- Microsoft Office Suite
- SharePoint
- Microsoft Excel
- Support Monitoring Tools
- Product Documentation & Internal Knowledge Bases
- APIs and REST-based integrations
What We Offer
- Competitive salary based on experience.
- Opportunity to work with enterprise SaaS applications and global customers.
- Exposure to modern support technologies and API-driven platforms.
- Professional learning and career growth opportunities.
- Collaborative, technology-focused, and supportive work environment.
Job Type: Full-time
Location: Bengaluru, Karnataka
Shift: 5:30 PM – 5:30 AM IST (Sunday + 1 Rotational Weekday)
Pay: ₹800,000.00 - ₹1,000,000.00 per year
Work Location: In person
