Tech Support cum Integration Lead XEBO.ai

6.0 - 10.0 years

0 Lacs

noida, uttar pradesh

On-site

As a Tech Support cum Integration Lead at Xebo, you will play a crucial role in serving as the technical backbone for our customers. You will be responsible for managing escalated support issues, leading product integrations, and collaborating closely with engineering and product teams. This client-facing role requires a combination of strong technical acumen and excellent communication skills. Your key responsibilities will include leading technical support operations by resolving high-priority escalations, providing hands-on problem resolution, and owning end-to-end product integrations with client systems such as APIs, Webhooks, SSO, and CRMs. You will act as a technical liaison between clients, Customer Success Managers, and internal product/engineering teams. Additionally, you will create and maintain technical documentation, SOPs, and integration guides, perform root cause analysis, suggest product/feature improvements, and automate repetitive support tasks or diagnostics. Furthermore, you will lead and mentor junior support engineers, contribute to improving internal processes and turnaround time, ensure SLAs, quality benchmarks, and customer satisfaction targets are consistently met, and provide on-premise support to international clients when required. To excel in this role, you should have at least 6 years of experience in technical support, solutions engineering, or integration engineering within a B2B SaaS or enterprise tech environment. You should possess a strong working knowledge of APIs (REST/JSON), authentication protocols (OAuth, SSO, SAML), web technologies (React, Angular, Node, Webhooks), SQL/NoSQL Databases (MongoDB, Postgres), streaming platforms (Kafka), and experience integrating SaaS platforms with third-party systems. Moreover, familiarity with tools like Postman, Swagger, log analyzers, monitoring platforms, and the ability to debug client issues using logs, dev tools, or API requests are essential. Excellent communication skills are crucial for explaining complex technical issues in simple terms, participating in client discussions, and proposing solutions. You should also have proven experience working with global clients and cross-functional teams, be willing to work flexible hours, and hold a bachelor's degree in Computer Science, Engineering, or a related field. It would be beneficial to have prior experience in AI/ML or Experience Automation platforms, familiarity with ticketing systems (e.g., Zendesk, Freshdesk), project tools (e.g., Jira, Confluence), and exposure to scripting (Python, Bash) for internal automation.,

Posted 2 days ago

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