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This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Representative in India.
This role is part of a high-performing customer support organization focused on delivering advanced technical assistance for complex software solutions used by public sector organizations. You will act as a key escalation point, diagnosing and resolving intricate technical issues across web applications, integrations, databases, and system configurations. The position requires strong analytical thinking and a structured troubleshooting approach to identify root causes and ensure timely resolution. You will collaborate closely with engineering, product, and customer support teams to maintain service quality and customer satisfaction. The environment is fast-paced and highly collaborative, with a strong emphasis on ownership, accountability, and continuous learning. This role also involves contributing to knowledge sharing, documentation, and improving support processes to enhance overall service efficiency.
Accountabilities:
- Handle escalated and complex technical support issues for high-value and critical clients.
- Troubleshoot software-related problems across web applications, integrations, databases, and system configurations.
- Work directly with clients to gather requirements, reproduce issues, and drive resolution.
- Serve as an escalation point for junior support representatives and provide technical expertise.
- Collaborate with engineering and product teams to investigate and resolve advanced technical issues.
- Identify, validate, and document product bugs along with expected system behavior.
- Coordinate troubleshooting sessions with clients and provide clear written and verbal updates.
- Maintain accurate case documentation and ensure SLA compliance within ticketing systems.
- Create and update knowledge base articles to improve support efficiency and team capability.
- Participate in on-call support rotations and handle urgent production issues.
- Train and mentor junior support team members on tools, processes, and product knowledge.
Requirements:
- 1+ year of experience in technical support for cloud-based or web-based software solutions.
- Strong troubleshooting skills with the ability to handle multi-layered technical issues.
- Experience working with ticketing systems such as Zendesk, Jira, or Salesforce.
- Ability to communicate complex technical concepts clearly to both technical and non-technical audiences.
- Familiarity with web applications, APIs, databases, or system integrations is a plus.
- Exposure to relational databases (MSSQL or PostgreSQL preferred) is advantageous.
- Understanding of SaaS platforms, cloud environments, or enterprise software is a strong advantage.
- Strong customer service mindset with patience and professionalism in high-pressure situations.
- Ability to work independently, prioritize tasks, and manage multiple cases simultaneously.
- Bachelor’s degree in Computer Science or equivalent practical experience.
Benefits:
- Competitive compensation aligned with experience and industry standards.
- Flexible remote-first work environment with global collaboration opportunities.
- Comprehensive health, vision, dental, and life insurance coverage.
- Paid time off, wellbeing days, and work-life balance support.
- Access to online learning platforms for continuous professional development.
- Mental health and wellness support resources.
- Retirement and pension plan options.
- Inclusive and collaborative global work culture focused on impact and innovation.
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