Support Specialist

3 days ago

Jamnagar, India beBeeTechnical Full time

Technical Support Specialist RoleWe are seeking a skilled Technical Support Specialist to join our team. As a key member of our customer-facing support unit, you will play a vital role in delivering exceptional technical assistance to our enterprise customers.Your primary focus will be on troubleshooting complex issues related to our platform's configurations and resolving technical problems efficiently. For select clients, you will also serve as a technical point-of-contact, ensuring seamless continuity, technical context, and faster issue resolution.Main Responsibilities:Serve as the primary escalation point for customer-reported technical issues.Investigate and debug issues involving platform functionality, integrations (ERP, SSO, APIs), data discrepancies, and user configuration.Utilize tools like SQL, Postman, and log monitoring systems to perform in-depth root cause analysis.Collaborate with engineering and product teams to escalate and resolve bugs, and ensure timely communication to the customer.Maintain detailed case notes, documentation, and internal/external knowledge base content.Enterprise Customer Engagement:Act as a technical advisor for assigned enterprise clients, building deep familiarity with their configuration, integration, and support history.Participate in regular customer check-ins or QBRs alongside Customer Success Managers (CSMs).Proactively monitor enterprise account health and flag potential issues before they become blockers.Partner with onboarding and implementation teams to ensure smooth technical setup for the enterprise clients.Requirements:Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field — or equivalent experience.5+ years of experience in a technical support, product support, or similar customer-facing technical role (preferably in a SaaS environment).Understanding of procurement, supply chain, or enterprise systems (ERP, P2P, S2P platforms).Strong problem-solving skills with an analytical mindset.Experience with ticketing tools like Zendesk, Jira, or Freshdesk.Familiarity with APIs (REST/JSON), webhooks, and troubleshooting integrations.Basic knowledge of SQL for data analysis and issue investigation.Excellent communication skills — both written and verbal.Be easy to work with—maintain a positive, collaborative attitude, influence the team positively, and always be helpful.Benefits:Work with a forward-thinking, global SaaS team supporting leading enterprise clients.Be the technical backbone for live customers, solving real-world issues across complex integrations and configurations.Collaborate closely with Product, Engineering, and Customer Success in a truly cross-functional environment.Build deep expertise in procurement tech, integrations, cloud, and enterprise platforms while working on impactful problems.Enjoy a flexible, remote-first culture that values ownership, autonomy, and continuous learning.Why This Role?You will have the opportunity to shape the future of enterprise procurement by providing top-notch technical support and guidance to our clients.As a Technical Support Specialist, you will contribute to the success of our company by delivering excellent customer experiences and driving business growth.

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