Support Engineer

This role is for one of the Weekday's clients

Salary range: Rs 200000 - Rs 600000 (ie INR 2-6 LPA)

Support Engineer

Requirements

Key Responsibilities

• Troubleshoot and resolve technical issues related to a SaaS-based platform across web, mobile, and integrated systems
• Serve as the first point of contact for customer queries through email, chat, or phone
• Document, escalate, and track complex issues, ensuring clear communication with engineering teams
• Maintain and update knowledge bases, FAQs, and internal documentation for faster problem resolution
• Conduct proactive system checks and monitor platform performance to identify potential concerns early
• Assist customers in understanding features, workflows, and configurations to maximize product adoption
• Provide structured feedback to cross-functional teams to support continuous improvement
• Build strong relationships with customers by demonstrating patience, empathy, and solution-oriented communication
• Ensure SLA compliance and regularly report on support metrics
• Design and configure automated workflows, intelligent bots, and customer engagement journeys for enterprise users
• Assist in deployments, integrations, and go-live activities for large-scale clients, ensuring a smooth and validated onboarding experience
  

What Makes You a Great Fit

• 1-3 years of hands-on experience in technical support, customer success, or similar roles within SaaS or CRM environments
• Strong understanding of troubleshooting methodologies for web/mobile applications and API-based systems
• Excellent communication skills, with the ability to explain complex concepts clearly and calmly
• Good foundational knowledge of APIs, webhooks, integrations, or a willingness to learn quickly
• Ability to multitask, stay organized, and work efficiently in a fast-paced environment
• Analytical thinking, attention to detail, and a problem-solving mindset
• Experience working with helpdesk tools such as Freshdesk, Zendesk, or similar platforms
• A proactive attitude, ownership mindset, and the ability to stay composed in high-pressure support scenarios
• Interest in building customer journeys, automations, and intelligent workflows using platform tools