Tech Support Intern

Location:

Duration:

Type:

About The Role

As a

Tech Support Intern

customers have a smooth and reliable experience with

Smart360

SaaS platform. Your primary mission will be to provide

reliable, SLA-driven support

L1/L2, manage escalations efficiently, and help us deliver exceptional customer satisfaction.

This is a launchpad for anyone interested in technical support, SaaS workflows, and

customer-facing problem-solving!

Who Can Apply

We d love to hear from you if you:

Are available for a full-time, in-office internship

Can start immediately and commit to a 6-month duration

Are based in Pune or willing to relocate

Have an interest in technical support, SaaS products, and cloud-based tools

Enjoy investigating issues, working with APIs, and supporting product users

Have a basic understanding of SQL, Excel, APIs, and ticketing systems

Are eager to learn new tools, improve processes, and take ownership of challenges

Possess Strong Communication Skills And a Proactive Mindset

Intent of the Role

Provide reliable, SLA-driven technical support and ensure clean L2/L3 escalations to

maintain

SLA compliance 90%, CSAT 4.5/5, and a 20% reduction in repeat tickets

QoQ.

Key Activities

Handle

Level 1 and Level 2 technical support tickets

Diagnose, troubleshoot, and document

root causes

Prepare

clean, detailed escalations

Perform SQL queries and Excel analysis for

data validation and issue diagnosis

Support onboarding tasks, including

data migration assistance

Investigate application errors, API failures, and performance issues.

Track and manage issues in tools like

Zammad, Zendesk, or Jira

Maintain accurate and clear

technical documentation, FAQs, and process notes

Collaborate with Engineering, QA, and Customer Success teams to improve issue

resolution.

Success Criteria

SLA compliance:

90%

Customer satisfaction (CSAT):

4.5/5

Reduction in repeat tickets:

20% QoQ

Character We re Looking For

Analytical:

Calm under pressure:

Customer-first mindset:

Technically curious:

troubleshooting.

Persistent problem-solver:

What You Ll Learn

Real-world

SaaS support workflows

Hands-on experience with

ticketing systems

Performing

root cause analysis

Exposure to

API debugging, SQL, and data migration processes

Collaboration with Engineering and QA teams to resolve issues.

Best practices in

customer onboarding, support documentation, and adoption

Qualifications

Pursuing or recently completed a

degree in Computer Science, IT, or related field

Basic knowledge of

SQL, APIs, or any programming language

Familiarity with tools like

Postman, Excel, or Google Sheets

Strong

analytical and troubleshooting skills

Excellent

verbal and written communication

Eagerness to learn

Technical Skills

Skills You ll Use or Develop

SQL querying & data analysis

API testing (Postman)

Ticketing systems (Zammad, Zendesk, Jira)

Excel/Google Sheets for operations

Basic scripting/debugging (nice-to-have)

Soft Skills

Technical communication

Cross-team collaboration

Documentation & process thinking

Customer-focused problem solving

Why Join Bynry?

At

Bynry

Smart360

helps utilities deliver better services to their communities. As a Tech Support Intern, you ll:

Contribute to meaningful real-world SaaS challenges.

Gain Hands-on Technical Experience And Cross-team Exposure.

Be part of a culture that values

innovation, ownership, and growth

If you re passionate about technology, eager to solve problems, and ready to make an

impact

we d love to meet you!

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