Software Support Engineer

About Us

BeatRoute is the world's only Goal-Driven AI platform for retail sales and distribution. It is an enterprise-grade, scalable platform that uses a unique Goal-Driven AI to deliver measurable business impact for brands in their retail sales and distribution channels.

Worldwide, retail and distribution businesses, such as FMCG, consumer goods, and building materials face the difficult choice of implementing risky and costly development projects on development platforms. We are solving this global problem with our ready-to-deploy enterprise SaaS AI solution.

We are looking for a proactive and experienced Level 3 Customer Software Support Engineer who will serve as the technical backbone of our customer support function. This role is responsible for

diagnosing and resolving complex issues related to our SaaS product, collaborating with engineering teams, and ensuring high customer satisfaction through timely, accurate, and empathetic support.

Key Responsibilities

• Act as the final escalation point for support issues related to our SaaS platform.

• Troubleshoot and debug issues involving APIs, integrations, and backend systems.

• Analyze logs, trace errors, and identify root causes of complex technical problems.

• Work with tools like Jira, Freshdesk (or similar ticketing systems), and internal dashboards.

• Write clear internal documentation for recurring issues and create knowledge base articles.

• Use Excel (VLOOKUP, COUNTIF, SUMIF, Pivot Tables, etc.) to analyze and interpret customer data.

• Coordinate with Product and Engineering teams to escalate bugs or feature requests.

• Ensure SLAs are met and customer issues are resolved with urgency and accountability.

• Be customer-obsessed: understand the impact of issues from the customer's perspective and act with empathy.

• Communicate technical solutions to both technical and non- technical audiences.

Must-Have Skills

• Strong experience in API debugging using tools like Postman, Swagger, or Curl.

• Experience in a SaaS environment, especially handling production-level support tickets.

• Familiarity with Jira and working in agile development environments.

• Proficiency with Freshdesk, Zendesk, or similar customer ticketing systems.

• Solid understanding of Excel functions for data analysis.

• Excellent problem-solving and troubleshooting skills.

• Strong verbal and written communication skills.

• Ability to multi-task and prioritize in a fast-paced environment.

Nice-to-Have Skills

• Knowledge of basic SQL queries for troubleshooting data issues.

• Experience with log analysis tools

• Experience in working with cross-functional teams (Engineering, QA, Product, etc.).

Key Traits

• Highly accountable and ownership-driven – takes responsibility to see issues through to resolution.

• Intuitive ability to sense urgency and act swiftly to de-escalate customer frustrations.

• A natural problem solver who can work independently and within a team.

• Willing to go the extra mile to deliver outstanding customer service.

• Detail-oriented and process-driven, with a passion for improving support workflows.

Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.

• 3+ years of experience in a similar technical support role, preferably in a SaaS company.