Saas Customer Support Engineer

Job Overview

As a Saas Customer Support Engineer  you will be responsible for managing customer and partner communications to resolve support tickets ensuring timely resolution within contractual SLAs and contributing to the overall customer experience. This role requires strong technical troubleshooting skills across data platforms networking and SaaS environments combined with a customerfirst mindset and excellent communication abilities.

Key Responsibilities

• Manage all communication with customers and partners required to resolve support tickets.
• Resolve support tickets within contractual Service Level Agreements.
• Coordinate and track ticket escalations.
• Maintain accurate records of communication and actions in Zendesk.
• Contribute frequently asked questions and solutions to the Collibra knowledge base.

Qualifications :

Required Skills

• SaaS Support Experience: 35 years in customerfacing SaaS support roles.
• SQL Proficiency: Handson experience with multiple SQL dialects.
• Connectivity Troubleshooting: Experience with JDBC/ODBC connectivity firewalls and connection strings.
• Metadata & Data Flow Knowledge: Understanding of metadata structures and data flows across cloud platforms (Snowflake BigQuery) ETL tools (dbt Informatica) and BI systems (Tableau Power BI).
• Log Analysis: Ability to parse and interpret diverse log formats (application logs stack traces system logs).
• Linux & Containers: Fluency with Linux command line for service/file management; Kubernetes or containerized environments experience is a plus.
• Enterprise Security & Networking: Working knowledge of SSL/TLS certificates proxy settings and SaaS communication with onpremise data sources.

Required Qualifications

• Bachelors degree or equivalent related working experience.
• Strong customer focus with a commitment to delivering white glove service during incident management.
• Eagerness to learn and adopt new technologies and tools.
• Team player with strong collaboration skills.
• Investigative mindset with a passion for solving technical issues.
• Excellent communication skills to document summarize and explain complex situations clearly

Additional Information :

At Tech Vedika we are looking for talented individuals who want to work with driven people. Attain success while working on interesting projects with a culturally diverse group of individuals.

Perks & Benefits: 

• Health Insurance
• Meal Vouchers
• Learning Aids
• Client/Customer Interactions
• Working with great minds 

If you want an exciting and dynamic career with unlimited growth potential then Tech Vedika is the place for you!

Remote Work :

No

Employment Type :

Full-time