Technical Support Specialist

Job Description

• This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist based in India. This role sits at the heart of a global customer support ecosystem, where you will act as the first line of defense for resolving technical issues on a leading AI-powered personalization platform. You will engage directly with customers, translating complex technical challenges into clear, actionable solutions while ensuring a seamless and empathetic support experience. The environment is fast-paced, collaborative, and highly customer-focused, requiring both curiosity and precision in equal measure. You will work closely with engineering, product, and cross-functional teams to troubleshoot issues across APIs, integrations, and SaaS systems. This position offers strong exposure to modern web technologies, AI-assisted workflows, and digital commerce systems. It is ideal for someone who enjoys problem-solving, learning continuously, and making a tangible impact on customer success. You will also play a key role in improving internal knowledge bases and support processes to enhance overall efficiency.
• Accountabilities You will be responsible for managing and resolving L1 technical support tickets end-to-end, ensuring timely, accurate, and high-quality resolutions aligned with SLAs and KPIs. This includes troubleshooting platform issues, maintaining clear communication with customers, and ensuring proper ticket documentation and escalation where needed. Own and resolve customer support tickets across the platform, ensuring structured diagnostics and timely resolution Provide clear, empathetic, and proactive communication throughout the customer support lifecycle Maintain ticket hygiene, SLA compliance, and consistent adherence to support processes Create and update knowledge base articles to improve internal efficiency and self-service capabilities Troubleshoot issues involving APIs, integrations, SaaS systems, and data flows Collaborate with engineering, product, and cross-functional teams for issue resolution and escalation Participate in 24x7 on-call rotations and ensure uninterrupted customer support coverage Contribute to continuous improvement of support workflows and operational best practices Requirements This role requires 1–3 years of experience in technical support, IT helpdesk, customer success, or related customer-facing technical roles, with strong analytical and communication abilities. You should be comfortable working in a fast-moving SaaS environment and handling multiple concurrent cases with precision and accountability. 1–3 years of experience in technical support, IT helpdesk, SaaS, CRM, or related fields Strong troubleshooting skills with a structured and logical problem-solving approach Excellent written and verbal communication skills in English Familiarity with SaaS platforms, APIs, web technologies, or cloud-based systems Ability to work with ticketing systems and meet SLAs in a performance-driven environment Strong multitasking, prioritization, and organizational skills Customer-first mindset with empathy and professionalism in all interactions Eagerness to learn, adapt, and grow in a technical environment Exposure to marketing technology, eCommerce, or AI-assisted tools is a plus Benefits Competitive compensation package aligned with experience Fully remote-friendly work culture with global collaboration opportunities Exposure to advanced AI-driven platforms and modern SaaS technologies Learning and development opportunities in technical support and digital commerce Opportunity to work in a global, cross-functional, high-growth environment Performance-driven culture with strong focus on career growth Health, wellness, and employee support programs (as applicable)
• How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
• apply for this job