Tech Support cum Integration Lead
3 weeks ago
Experience: 6+ Years Location: Noida/Erode
At Xebo, we're building the future of Experience Management—powered by AI. Our platform helps enterprises continuously listen to employees, customers, and partners, make sense of feedback using cutting-edge machine learning, and close experience gaps with data-driven, real- time action.
Whether it's employee retention or customer loyalty, Xebo helps leaders unlock insights and drive impact at scale. If you're excited by the intersection of AI, analytics, and human
experiences, you'll thrive with us.
Role Overview
We are looking for a Tech Support & Integration Lead who will serve as the technical backbone for our customers—managing escalated support issues, leading product integrations, and collaborating closely with engineering and product teams. This is a client-facing, hands-on role requiring both strong technical acumen and excellent communication skills.
Key Responsibilities
⦁ Lead technical support operations by resolving high-priority escalations and providing hands-on problem resolution.
⦁ Own and manage end-to-end product integrations with client systems (APIs, Webhooks, SSO, CRMs, etc.).
⦁ Act as a technical liaison between clients, Customer Success Managers, and internal product/engineering teams.
⦁ Create and maintain technical documentation, SOPs, and integration guides.
⦁ Perform root cause analysis and suggest product/feature improvements based on client issues and recurring feedback.
⦁ Build and scale internal tools or scripts to automate repetitive support tasks or diagnostics.
⦁ Lead and mentor junior support engineers and help improve internal processes and turnaround time.
⦁ Ensure SLAs, quality benchmarks, and customer satisfaction targets are consistently met.
⦁ Visit international clients and provide on-premise support as and when required.
Required Skills & Qualifications
⦁ 6+ years of experience in technical support, solutions engineering, or integration engineering within a B2B SaaS or enterprise tech environment.
⦁ Strong working knowledge of:
⦁ APIs (REST/JSON)
⦁ Authentication protocols (OAuth, SSO, SAML)
⦁ Web technologies (React, Angular, Node, Webhooks)
⦁ SQL/NoSQL Databases (MongoDB, Postgres), troubleshooting performance issues
⦁ Streaming platform (Kafka)
⦁ Experience integrating SaaS platforms with third-party systems (CRMs, HRMS, ERPs, etc.).
⦁ Familiarity with tools like Postman, Swagger, Log analysers, and monitoring platforms.
⦁ Comfortable debugging client issues using logs, dev tools, or API requests.
⦁ Excellent communication skills—able to explain complex technical issues in simple terms, participate in client discussions to understand their requirements and propose solutions.
⦁ Proven experience working with global clients and cross-functional teams.
⦁ Willing to work in flexible hours, could be 10 am-7 pm or 1 pm-10 pm.
⦁ Bachelor's degree in Computer Science, Engineering, or related field.
Good to Have
⦁ Prior experience in AI/ML, or Experience Automation platforms.
⦁ Familiarity with ticketing systems (e.g., Zendesk, Freshdesk) and project tools (e.g., Jira, Confluence).
⦁ Exposure to scripting (Python, Bash) for internal automation.
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