Technical Support Specialist

4 weeks ago


Surat, India PortPro - Asia Full time

Job Title:
Technical Support Specialist (SaaS Support)

Department:
Customer Support

Group:
Quality Control

Role Summary:

The Technical Support Specialist provides expert assistance to users of our SaaS platform, ensuring timely resolution of technical issues, excellent customer experience, and ongoing product usability. This role involves troubleshooting complex application issues, documenting solutions, and working cross-functionally with engineering, product, and customer success teams.

Key Responsibilities:

  • Provide second-level and third-level technical support for a SaaS application to global English-speaking customers, via email, chat, and ticketing systems.
  • Manage a ticket queue according to department SLAs, ensuring timely and accurate responses and resolutions.
  • Diagnose, troubleshoot, and resolve application issues related to configuration, integrations, APIs, performance, and user access.
  • Escalate complex issues to development or product teams with detailed technical documentation.
  • Collaborate with engineering, QA, and product teams to verify and track incident reports and resolve complex issues.
  • Test, reproduce, and debug software errors; log detailed findings for internal use.
  • Maintain accurate ticket records, knowledge base articles, and user documentation.
  • Guide internal users and customers through step-by-step solutions and best practices, communicating effectively with both technical and non-technical users, ensuring clarity and professionalism.

Required Qualifications:

  • 2+ years of experience in technical support, preferably for SaaS or cloud-based applications.
  • Strong problem-solving and analytical skills.
  • Excellent written and verbal English communication.
  • Familiarity with APIs and browser developer tools
  • Experience with CRM or ticketing tools (e.g., Freshdesk).

Preferred Qualifications:

  • Understanding of SaaS architecture, cloud platforms (e.g., AWS, Azure), and web technologies.
  • Basic knowledge of JSON, REST APIs, and integration flows.
  • Experience supporting B2B enterprise clients is a plus.


  • Surat, India OptimumBrew Technology LLP Full time

    Company Description OptimumBrew Technology LLP is a product-based company dedicated to empowering businesses with accessible and innovative graphic design and marketing tools. We believe impactful marketing should be available to everyone, regardless of budget or skill level. Our tools are used by a diverse global community, driving us to continuously...


  • Surat, Gujarat, India New Age Full time ₹ 3,60,000 - ₹ 6,40,000 per year

    Junior IT Support SpecialistWe're looking for aJunior IT Support Specialistwho is passionate about troubleshooting, providing technical assistance, and ensuring smooth day-to-day IT operations. You'll work closely with our IT team and employees to resolve hardware/software issues, maintain systems, and contribute to building a reliable IT...


  • Surat, India Anand Systems Inc Full time

    We're hiringJr.Technical Support Associates (Night Shift)on an urgent basis for the Surat location. If you are interested and eligible then reply along with yourupdated resume to About The CompanyEstablished in 1998, it began on a small scale and has grown to become one of the leading companies in the hospitality industry. Today, we use our experience to...


  • Surat, Gujarat, India Anand Systems Inc Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    We're hiringJr.Technical Support Associates (Night Shift)on an urgent basis for the Surat location.If you are interested and eligible then reply along with yourupdated resume to About The CompanyEstablished in 1998, it began on a small scale and has grown to become one of the leading companies in the hospitality industry. Today, we use our experience to...


  • Surat, India Zafify Full time

    Job Title: CRM Executive / Chat Support Specialist Company: Jewelry Brand – E-commerce Store Location: Sahara Darwaja, Surat Job Timing: 9:15 AM to 6:30 PM Job Type: Full-Time, Work from Office Number of Openings: 10 Roles & Responsibilities: • Handle customer support queries through chat and other online platforms • Maintain and update customer...


  • Surat, India Tradeweb Full time

    Company DescriptionTradeweb Markets is a world leader in the evolution of electronic trading. A fintech company serving approximately 2,500 clients – including the world’s largest banks, asset managers, hedge funds, insurance companies, wealth managers and retail clients -- in more than 65 countries across the globe. Since our first trade in 1998, we...


  • Surat, Gujarat, India Uffizio Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    Company DescriptionUffizio Commute is the specialised transport & mobility arm of Uffizio, Division in Surat. It combines Uffizio's deep telematics expertise with a sharp focus on commute, transit, and mobility solutions for schools, corporations, public transport systems, and mixed fleets.Role DescriptionThis is a full-time on-site role located in Surat...


  • Surat, India Mycityband Full time

    Job Description We are seeking a Technical Support Executive to join our team in India. The ideal candidate will be responsible for providing exceptional technical assistance to our customers, ensuring their issues are resolved quickly and efficiently. This role requires a strong understanding of technology and excellent communication...


  • Surat, India Com - WhatsApp API, Unified Inbox, Crm, Bot Builder, Automations Builder, Ecommerce & More Full time

    Company Description Com.Bot is a Meta Business Partner that offers a comprehensive SaaS platform including WhatsApp API, Unified Inbox, CRM, Bot Builder, Automations Builder, and Ecommerce solutions. Our platform helps businesses streamline communication, automate tasks, and enhance customer interactions. We are committed to providing innovative and...


  • Ariana, Surat, Gujarat, India HPE Juniper Networking Full time ₹ 10,000 - ₹ 20,000 per year

    LocationAriana, Ariana, 2088CategoryAdministration. Finance and LegalJob TypeFull timeJob Id1193903NoField Technical SpecialistThis role has been designed as ''Onsite' with an expectation that you will primarily work from an HPE partner/customer office.Who We Are:Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and...