Technical Support Engineer SaaS

About Company:

We are a Hybrid company with multiple inhouse products and client products which means our team gets to work with the latest technologies always. Just in 6 years we have grown to 45 fulltime developers in Vadodara and 400 salespeople in the US.

Roles and Responsibilities:

• Deliver prompt & courteous timely responses/support across all support channels (email chat Slack video conference)

• Provide outbound video call support to customers as and when required

• Utilize internal documentation and develop comprehensive product knowledge to effectively handle general customer inquiries various integrations API issues and related technical troubleshooting for our B2B SaaS products.

• Proactively identify trends for relevant teams. Report missing knowledge articles on our product websites Help center articles or other required edits to Senior Specialists or Managers

• Provide swift resolutions to diverse customer inquiries across 24x5 shifts ensuring consistent support coverage.

• Stay updated on product developments policy updates known issues user feedback and comprehensive understanding of the compliance domain our SaaS products and supported integrations.

• Proactively identify and address outages or critical issues ensuring timely communication with engineers and managers. Track and report customer feedback to relevant stakeholders for continuous improvement.

Requirements:

• 13 years of relevant work experience in Customer or Technical Support in SaaS.

• Excellent written and verbal communication in English

• Proficient in technical troubleshooting with cloud API and integrations.

• Familiarity with the basics of Cloud infrastructure providers & Change management solutions

• Bachelors/Engineering Degree preferred

Why join us

• All our products are being used by thousands of users each day which means you get to work with the latest technologies.

• As all our products are enterprisegrade solutions so you get to work with the latest technologies to compete with the world.

• Flexible working hours

• In 5000 companies the world recognizes us as the fastestgrowing company in the US with 400 salespeople just in the USA.

• Worklife balance

• 5 Days Working

Job Type: Fulltime

Experience: 1 years

Location: Vadodara Gujarat

Skills :