iConcile - Technical Support Specialist - Enterprise SaaS Application

About Us

Our Product Suite Includes

• Payable Automation : Automating AP invoice workflows with ML-powered duplicate detection, approval routing, and exception management.
• Invoice Reconciliation : Ensuring error-free invoice validations and instant mismatch resolution with embedded workflows and reporting tools.
• Contract Management : Centralizing contract data and surfacing risks with searchable clauses and compliance tracking.
  

The Opportunity

Location :

Key Responsibilities

• Client Onboarding & Implementation Support :
• Collaborate with the implementation and business analyst team to configure client environments.
• Assist in data validation, backend configurations, and API integrations as required.
• Coordinate UAT, go-live, and hypercare phases of implementation.
• Production Support & Troubleshooting :
• Investigate, triage, and resolve reported technical issues from enterprise clients.
• Query the database (SQL) to extract and analyze issue-related data.
• Work with the development team to report and escalate bugs, track fixes, and test resolutions.
• Client Communication & Documentation :
• Serve as a point of contact for client technical queries and ongoing support.
• Maintain detailed documentation of support issues, fixes, and known issues.
• Provide walkthroughs and technical training to client teams when required.
• Continuous Product Improvement :
• Provide structured feedback to the product team based on real-world client usage and support trends.
• Identify opportunities for improving product stability and support efficiency.
  

Required Skills

• Strong written and verbal communication, especially with international clients.
• Solid understanding of databases and ability to write SQL queries for troubleshooting.
• Familiarity with web-based enterprise applications and API-based systems.
• Ability to analyze issues and determine root cause with attention to detail.
• Confidence to interact with clients and communicate resolutions effectively.
  

Preferred Skills

• Experience in customer-facing support for B2B SaaS platforms.
• Prior experience working with JIRA, Confluence, or other issue management tools.
• Basic understanding of cloud infrastructure (AWS preferred).
• Exposure to Java or JavaScript stack is a plus but not mandatory.
  

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering, or related field.
• 03 years of experience in a Technical Support, Implementation Support, or Client Success role in a software company.
• Fresh graduates with strong technical communication skills and internship experience will also be considered.
  

What We Offer

• A chance to work in a fast-paced, high-ownership startup environment.
• Exposure to global enterprise clients and real-world implementation cycles.
• Opportunities to grow into Product Management, Engineering, or Customer Success roles.
• Collaborative, learning-driven culture with mentorship from industry veterans.