Technical Support Specialist

Provide Tier 1 and Tier 2 technical support to global customers via phone, email, and support portals, ensuring timely and effective resolution.

• Troubleshoot technical issues related to CRM systems (e.g., Salesforce, Zoho, Zendesk) and ticketing tools (e.g., Jira, Confluence).
• Analyze and interpret logs, XML data, and API responses, and understand basic data synchronization flows to resolve customer issues.
• Act as the liaison between customers and internal teams, escalating issues where necessary and following through to resolution.
• Accurately document all support interactions and maintain detailed case records in the companys CRM and knowledge base.
• Stay calm and organized during high-volume periods, particularly during global incidents or product updates.
• Provide proactive updates to customers, communicate new product features, and contribute to continuous improvement through feedback collection.
• Collaborate cross-functionally with Engineering, QA, and Product teams to drive customer-focused solutions.
• Participate in user acceptance testing and knowledge documentation for product enhancements.

Preferred Shift Schedule

• Weekdays (Monday to Friday): Availability between 4:30 AM IST to 7:30 PM IST (shift hours will be scheduled within this range).
• Weekends (Saturday & Sunday): May be required to log in overnight as per support schedule.
• Weekly Time Off: Fixed 2 days off per week (not necessarily on weekends).
• Holidays: Follows the Indian holiday calendar.

What You Will Bring

• Minimum 5+ years of technical support experience, preferably within a product-based or SaaS organization.
• Hands-on expertise in CRM systems (Salesforce, Zoho, Zendesk) and ticketing tools (Jira, Confluence).
• Strong understanding of XML, logs, API fundamentals, and data sync processes.
• Excellent communication skills in English, with global client-handling experience.
• Proven ability to manage and prioritize multiple issues under pressure with minimal supervision.
• Strong interpersonal and problem-solving skills with a customer-first mindset.
• Proficiency with Microsoft Office and other common productivity tools.

Preferred Qualifications

• A Bachelor’s degree in Engineering from a recognized institution is required (all branches are considered); however, preference will be given to candidates from Computer Science or Information Technology backgrounds, with no academic gaps.
• Prior experience supporting global enterprise customers in the security or risk management space.
• Familiarity with SaaS environments, cloud platforms, and remote troubleshooting.
• Multilingual capabilities are a plus.