Job Title: Senior Customer Support Executive – Tier 2 Technical Support (SaaS)
Location: Noida, Uttar Pradesh (In-Person / Hybrid as applicable)
Salary: Competitive as per market standards
Job Type: Full-time, Permanent
Job Summary
Are you tired of purely transactional, script-based customer service roles? We are looking for a high-ownership Senior Customer Support Executive (Tier 2) to handle advanced troubleshooting and complex technical escalations for a category-leading cloud communication platform.
In this role, you won't just close tickets—you will perform deep root-cause analysis, collaborate directly with Product and Engineering teams, and help build optimized workflows to support a massive global client base.
Key Responsibilities
- Advanced Escalation Handling: Act as the Tier 2 point of contact, taking complete ownership of complex, high-impact technical issues passed down by Tier 1 teams.
- Root Cause Analysis (RCA): Look beyond the symptoms of a customer issue to find the underlying technical bug or process gap, working with internal teams to fix it permanently.
- Cross-Functional Collaboration: Interface directly with Product, Engineering, and Onboarding teams to drive rapid issue resolution.
- SLA & Queue Adherence: Prioritize tickets based on business urgency, preventing backlog accumulation and ensuring strict adherence to critical SLAs.
- Knowledge Management: Act as a Subject Matter Expert (SME) to coach Tier 1 teams, drafting technical SOPs, documentation, and troubleshooting guides.
Requirements (Must-Haves)
- Experience: 4 to 7 years of experience in Customer Support, Technical Support, or Customer Success.
- Technical Mindset: Strong analytical skills with experience navigating complex customer workflows.
- SLA Driven: Proven track record of operating successfully in target-driven, high-pressure environments.
- Communication: Flawless verbal and written English communication skills.
Nice-to-Haves
- Prior experience in B2B SaaS, Telecom, CPaaS, or Cloud Technology domains.
- Hands-on experience with ticketing platforms like Freshdesk, Zendesk, or Zoho Desk.
- Basic exposure to APIs, third-party integrations, and automated support tools.
Pay: ₹350,000.00 - ₹500,000.00 per year
Work Location: In person
