Customer Support Specialist

Location:Bangalore Karnataka India

Work Model:Hybrid 2 days in office / 3 days remote (subject to change)

Working Hours:US hours (aligned to Pacific or Eastern Time)

Reports To:Support ManagerAbout the Role

As a Support Specialist atSeekOutyoullbe the frontline resource for users of our recruiting platform resolving technical issues managing user access supporting integrations at a configuration level and keeping internal support operations running smoothly. This is a hybrid role based inBangalore Karnataka IndiaworkingUS hours and reporting directly to the Support Manager.

The ideal candidate is detail-oriented highly organized and comfortable independentlyoperatingwithin a complex SaaS environment. You will handle L2/L3 support escalations requiring deep technical knowledge and the ability to resolve advanced multi-faceted customer issues with minimal supervision. You should be equally comfortable working across Intercom JiraMixpanel Salesforce Slack Zoom and Microsoft 365 while collaborating cross-functionally with Customer Success Implementation Product and Engineering teams.

What Youll Do

Customer Support & Case Management

• Delivertimelyaccuratesupport to customers via chat and email through Intercom
• Conduct live troubleshooting sessions via Zoom

• Clearly document customer issues and their resolutions

• Maintain strong CSAT scores and consistent response time performance

Ticketing & Escalation

• Create and manage Jira tickets for bugs and engineering requests
• Gather detailed troubleshooting context prior to escalating issues

• Track ticket progress and keep customers informed throughout the resolution process

• Partner with Product and Engineering teams on issue triage and follow-through

User Access Email Integration & SSO Troubleshooting

• Guide clients through connecting their email accounts toSeekOutOutreach campaigns and configuring ATS integrations at the account level

• Diagnose and resolve SSO login issues across identity providers such as Okta Azure AD and Google

• Support user provisioning workflows troubleshoot authentication failures andassistwith domain verification to ensure seamless account access

Licensing & Account Administration

• Assign and manage user licenses within theSeekOutAdmin panel

• Troubleshoot missing access feature visibility and role-based permission issues

• Support seat transfers user management and renewal-related license updates

Internal Admin & Backend Support

• Perform internal administrative updates and verify account configurations

• Validate backend settings that affect customer functionality

• Support workspace configuration sharing permissions and export-related data checks

Recruiter Workflow & Platform Support

• Serve as a knowledgeable resource for recruiters navigatingSeekOutscore workflows from candidate sourcing and search to outreach and ATS export

• Assistrecruiters in building and refining Boolean search queries including advanced operators field-specific filters and Smart Match optimization

• Guide users through AI-powered search features such asSeekOutAssist AI-generated scorecards and profile evaluations within Workspaces

• Support the setup troubleshooting and best practices for Outreach email campaigns including sequence configuration template management and deliverability issues

• Help users understand and make the most of platform features including People Insights Talent Rediscovery Applicant Review and Pipeline Insights

Documentation & Process Improvement

• Contribute to Help Center articles and internal troubleshooting documentation

• Maintain and update Intercom macros and standard response templates

• Identifyrecurring issues and surface recommendations for process improvement

Cross-Functional Collaboration

• Partner with Customer Success Managers on account-related support needs

• Coordinate with the Implementation team to address onboarding issues

• Relay product feedback to the Product team and support Engineering during bug validation

WhatWereLooking For

• 3 years of experience in a SaaS technical support role with at least 12yearsoperatingat the L2 or L3 support tier handling escalated complex and technically deep issues beyond standard tier-1 troubleshooting

• Proven ability to independentlyoperateand resolve complex multi-layered support issues with minimal supervision

• Strong deep-dive troubleshooting skills and technical acumen including root cause analysis and structured problem-solving across platform integration and configuration layers

• Hands-on experience with the following tools: Intercom JiraMixpanel Salesforce Slack Zoom and Microsoft 365 (O365)

• Excellent written and verbal communication skills with the ability to clearly explain technical concepts to non-technical users

• Ability to manage multiple conversations and priorities simultaneously

Preferred

• Experience supporting HR tech or recruiting platforms

• Strong Boolean search knowledge including advanced operators and field-specific querying

• Experience troubleshooting SSO protocols and providers such as SAML Okta Azure AD and Google

• Familiarity with AI-assisted sourcing tools and workflows

• Experience with admin-level platform configuration

• Exposure to ATS integrations at a configuration level including platforms such as Greenhouse Workday and Phenom

• Experience working in a remote or distributed support environment

Tools & Tech Stack

Candidates should have direct experience with or the ability to quickly ramp on the following tools used by theSeekOutSupport team:

• Intercom Customer messaging live chat support macros and inbox management
• Jira Bug tracking ticket creation escalation workflows and engineering coordination

• Mixpanel Product analytics for investigating usage patterns and troubleshooting

• Salesforce Account and customer data lookups case history and CRM reference

• Slack Internal team communication and cross-functional collaboration

• Zoom Live customer troubleshooting sessions and team meetings

• Microsoft 365 (O365) Email calendar and productivity tooling

What Success Looks Like

• High CSAT scores and consistent response time performance

• Accurate thorough troubleshooting with clear escalation paths when needed including confident ownership of L2/L3 cases

• Demonstrated ability to independently resolve complex issues with minimal escalation to senior staff

• Strong internal documentation and knowledge-sharing habits

• Positive collaborative relationships across Customer Success Implementation Product and Engineering