About Paramantra
At Paramantra, we build CRM solutions that help organizations streamline sales, marketing, customer engagement, and revenue operations. Our customers rely on our platform to manage critical business processes, and ensuring a seamless customer experience is at the heart of what we do.
We are looking for a Service Lead who can take ownership of customer support operations, technical troubleshooting, integrations, and issue resolution while acting as a bridge between customers, product teams, and engineering. This role is ideal for professionals coming from Application Support, CRM Support, SaaS Support, Technical Support, Product Support, or Service Delivery backgrounds.
What You'll Be Responsible For
Customer & Technical Support Leadership
- Own end-to-end customer support and service operations, ensuring timely resolution of customer issues and escalations.
- Serve as the primary point of contact for complex functional and technical support cases.
- Manage ticket queues, support workflows, SLAs, and customer communications.
- Drive customer satisfaction through proactive issue resolution and service excellence.
Application Support & Troubleshooting
- Diagnose and troubleshoot application issues, configuration problems, workflow failures, and system-related concerns.
- Analyze customer-reported incidents and perform root cause analysis (RCA).
- Work closely with Product and Engineering teams to resolve product defects and technical issues.
- Reproduce customer issues and document findings for faster resolution.
Integrations & Technical Coordination
- Support CRM integrations and third-party system connectivity.
- Troubleshoot API-related issues using tools such as Postman and API logs.
- Understand and work with REST APIs, JSON, XML, webhooks, and integration workflows.
- Coordinate with technical teams during implementation, migration, and integration projects.
Service Delivery & Process Improvement
- Monitor recurring issues and identify opportunities for process and product improvements.
- Track support metrics, SLA adherence, escalation trends, and customer feedback.
- Create and maintain knowledge base articles, troubleshooting guides, and support documentation.
- Drive continuous improvement initiatives to enhance support efficiency and customer experience.
Who Will Thrive In This Role
You may be a great fit if you have experience in:
- Application Support
- CRM Support
- Product Support
- Technical Support
- SaaS Support
- Service Delivery
- Customer Success Operations
- Implementation Support
- Technical Account Management
You enjoy:
- Solving technical problems
- Working with APIs and integrations
- Investigating system issues
- Coordinating across multiple teams
- Communicating with both technical and business stakeholders
- Taking ownership of customer outcomes
Required Skills & Experience
- 5+ years of experience in Application Support, Technical Support, CRM Support, SaaS Support, Service Delivery, or Customer Support Operations.
- Experience managing customer escalations and technical troubleshooting.
- Strong understanding of REST APIs, API integrations, JSON, XML, and web-based applications.
- Experience using API testing/debugging tools such as Postman.
- Strong analytical and problem-solving skills.
- Experience performing Root Cause Analysis (RCA) and incident management.
- Understanding of ticketing systems and SLA-driven support environments.
- Ability to work effectively with Product, Engineering, Sales, and Customer Success teams.
Good to Have
- Experience supporting CRM, ERP, SaaS, or enterprise applications.
- Basic knowledge of SQL queries and database troubleshooting.
- Exposure to UAT, implementation support, or software deployment processes.
- Familiarity with customer support tools such as Freshdesk, Zendesk, Jira, ServiceNow, or similar platforms.
- Experience handling integrations between CRM systems and third-party applications.
- Education
- Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related technical discipline.
Pay: ₹400,000.00 - ₹900,000.00 per year
Benefits:
- Paid sick time
- Provident Fund
Work Location: In person
