Technical Support Engineer SaaS

2 weeks ago

vadodara, India Intricare Technologies Full time

AboutCompany:

Weare a Hybrid company with multiple inhouse products and clientproducts which means our team gets to work with the latesttechnologies always. Just in 6 years we have grown to 45 fulltimedevelopers in Vadodara and 400 salespeople in theUS.


RolesandResponsibilities:

  • Deliverprompt & courteous timely responses/support across all supportchannels (email chat Slack videoconference)

  • Provideoutbound video call support to customers as and whenrequired

  • Utilizeinternal documentation and develop comprehensive product knowledgeto effectively handle general customer inquiries variousintegrations API issues and related technical troubleshooting forour B2B SaaSproducts.

  • Proactivelyidentify trends for relevant teams. Report missing knowledgearticles on our product websites Help center articles or otherrequired edits to Senior Specialists orManagers

  • Provideswift resolutions to diverse customer inquiries across 24x5 shiftsensuring consistent supportcoverage.

  • Stayupdated on product developments policy updates known issues userfeedback and comprehensive understanding of the compliance domainour SaaS products and supportedintegrations.

  • Proactivelyidentify and address outages or critical issues ensuring timelycommunication with engineers and managers. Track and reportcustomer feedback to relevant stakeholders for continuousimprovement.


Requirements:

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

  • Excellentwritten and verbal communication inEnglish

  • Proficientin technical troubleshooting with cloud API andintegrations.

  • Familiaritywith the basics of Cloud infrastructure providers & Changemanagementsolutions

  • Bachelors/EngineeringDegreepreferred


Whyjoinus

  • Allour products are being used by thousands of users each day whichmeans you get to work with the latesttechnologies.

  • Asall our products are enterprisegrade solutions so you get to workwith the latest technologies to compete with theworld.

  • Flexibleworkinghours

  • In5000 companies the world recognizes us as the fastestgrowingcompany in the US with 400 salespeople just in theUSA.

  • Worklifebalance

  • 5DaysWorking

JobType:Fulltime

Experience:1years

Location:Vadodara Gujarat

Skills :

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