iConcile - Technical Support Specialist - Enterprise SaaS Application

About Us :

iConcile Technologies is an early-stage SaaS startup focused on transforming how organizations manage their cost and vendor operations. Were building cutting-edge enterprise software that simplifies invoice reconciliation, contract management, and vendor workflows with automation and AI-driven intelligence.

Our product suite includes :

- Payable Automation : Automating AP invoice workflows with ML-powered duplicate detection, approval routing, and exception management.

- Invoice Reconciliation : Ensuring error-free invoice validations and instant mismatch resolution with embedded workflows and reporting tools.

- Contract Management : Centralizing contract data and surfacing risks with searchable clauses and compliance tracking.

The Opportunity :

We are looking for a Technical Support Specialist to join our growing team. This is a client-facing, cross-functional role that will support both new client implementations and ongoing production support for our Enterprise SaaS applications. You will interact directly with international clients, investigate and resolve technical issues, and work closely with developers and product managers to ensure smooth onboarding and post-go-live experiences.

Location : Pune

Key Responsibilities :

- Client Onboarding & Implementation Support :

- Collaborate with the implementation and business analyst team to configure client environments.

- Assist in data validation, backend configurations, and API integrations as required.

- Coordinate UAT, go-live, and hypercare phases of implementation.

- Production Support & Troubleshooting :

- Investigate, triage, and resolve reported technical issues from enterprise clients.

- Query the database (SQL) to extract and analyze issue-related data.

- Work with the development team to report and escalate bugs, track fixes, and test resolutions.

- Client Communication & Documentation :

- Serve as a point of contact for client technical queries and ongoing support.

- Maintain detailed documentation of support issues, fixes, and known issues.

- Provide walkthroughs and technical training to client teams when required.

- Continuous Product Improvement :

- Provide structured feedback to the product team based on real-world client usage and support trends.

- Identify opportunities for improving product stability and support efficiency.

Required Skills :

- Strong written and verbal communication, especially with international clients.

- Solid understanding of databases and ability to write SQL queries for troubleshooting.

- Familiarity with web-based enterprise applications and API-based systems.

- Ability to analyze issues and determine root cause with attention to detail.

- Confidence to interact with clients and communicate resolutions effectively.

Preferred Skills :

- Experience in customer-facing support for B2B SaaS platforms.

- Prior experience working with JIRA, Confluence, or other issue management tools.

- Basic understanding of cloud infrastructure (AWS preferred).

- Exposure to Java or JavaScript stack is a plus but not mandatory.

Qualifications :

- Bachelor's degree in Computer Science, IT, Engineering, or related field.

- 03 years of experience in a Technical Support, Implementation Support, or Client Success role in a software company.

- Fresh graduates with strong technical communication skills and internship experience will also be considered.

What We Offer :

- A chance to work in a fast-paced, high-ownership startup environment.

- Exposure to global enterprise clients and real-world implementation cycles.

- Opportunities to grow into Product Management, Engineering, or Customer Success roles.

- Collaborative, learning-driven culture with mentorship from industry veterans.