Technical Support Executive

Role Type: Full-Time

Location: On site (Mulund)

Department: Technical Support & Operations

About the Role

We are hiring a full-time Technical Operations Executive to support our product’s daily operations, handle support tickets, troubleshoot technical issues, and ensure smooth internal workflows.

This is a core operational role where you will manage critical processes, maintain system health, and act as a reliable point of contact for both customers and internal teams.

Key Responsibilities

1. Technical Support

• Respond to queries and technical issues and solve them

• Troubleshoot login issues, access problems, product errors, and basic configuration issues.

• Escalate unresolved issues to engineering with proper documentation.

2. Operations Management

• Execute daily operational tasks and system checks.

• Monitor internal tools, dashboards, and alerts to ensure everything is running smoothly.

• Manage onboarding/offboarding workflows

• Maintain accurate records, SOP adherence, and internal data hygiene.

3. System & Process Monitoring

• Identify recurring issues, pattern changes, and operational bottlenecks.

• Work with Product/Engineering to highlight system bugs and suggest improvements.

• Track key operational metrics and maintain regular reporting.

4. Documentation & Coordination

• Prepare high-quality SOPs, troubleshooting guides, and process documentation.

• Assist cross-functional teams with data requests, operational support, and system checks.

• Ensure all workflows stay updated and streamlined as the product evolves.

Required Skills

• Strong analytical and problem-solving ability.

• Good understanding of SaaS products and technical workflows.

• Clear written and verbal communication skills.

• Comfortable using tools like CRMs, helpdesks, dashboards, spreadsheets, etc.

• Ability to follow processes accurately and work independently with ownership.

Nice To Have

• Experience with automation tools (Make.com, Zapier, n8n).

• Prior experience in tech support, product ops, or QA.

• Basic understanding of APIs, logs, or technical debugging.

Who You Are

• Detail-oriented and reliable.

• Quick learner with strong ownership and accountability.

• Comfortable handling daily operational tasks with consistency.

• Calm, structured, and professional in communication.

Why Join Us?

• Full-time role with long-term growth.

• High learning curve in technical operations and SaaS workflows.