Technical Support Engineer

3 weeks ago

Agra, Uttar Pradesh, India Total CollectR Virtual Collector & Debt Negotiator Full time

At Total CollectR, we're reshaping the collections industry with AI-driven technology that helps lenders, agencies and medical providers recover past-due balances more efficiently and compliantly. We're a fast-growing SaaS startup where innovation, ownership, and impact matter every day.

We're looking for a Technical Support & Sales Engineer to join our sales and customer success teams. You'll be the go-to person for answering technical questions during product demos, assisting new clients with setup, and supporting customers with technical queries. In this role you'll work across presales (demo support) and technical support.

Location: Remote – India

Shift: US Shift (6:30 PM IST – 3:30 AM IST)

Key Responsibilities:

  • Join sales demos with Account Executives to answer customer technical questions.
  • Act as a technical guide, helping customers understand "how" they can achieve their goals, not just "what" the software does.
  • Support sales by designing creative solutions, e.g., blending channels like SMS, email and IVR when data is incomplete.
  • Assist with customer support by addressing technical product queries and guiding users through solutions.
  • Explain product features, integrations and workflows in clear, simple language.
  • Assist with new customer onboarding and technical setup.
  • Handle customer support tickets, troubleshoot issues and provide solutions.
  • Collaborate with Product and Engineering teams to resolve technical queries.
  • Document FAQs, troubleshooting steps and simple technical guides.

What We're Looking For:

  • 1–4 years of experience in technical support, implementation, pre sales or software support (SaaS/IT/software background preferred).
  • Problem-solving mindset with the ability to design creative workarounds and practical solutions.
  • Curious and proactive, with the ability to listen well, ask strong questions and anticipate customer concerns.
  • Comfortable speaking with customers and explaining technical concepts in simple terms.
  • Good communication skills in English (written and spoken).
  • Ability to learn new software quickly.
  • Good to have expereince with APIs, CRMs, or integrations.
  • Willingness to work in the US Shift (6:30 PM IST start time).

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