Highly Skilled SaaS Support Professional

2 days ago

Bengaluru, Karnataka, India beBeeCustomerSupport Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Technical Support Specialist

We are seeking a seasoned Technical Support Specialist to join our support team.

About the Role:

This role demands a technical expert who can effectively troubleshoot complex issues, provide exceptional customer service, and act as a trusted advisor to enterprise clients.

  • Serve as a senior escalation point for complex technical issues involving SaaS applications, integrations, and cloud infrastructure.
  • Work closely with Engineering, Product, and Customer Success teams to identify bugs, advocate for customer needs, and contribute to product improvements.
  • Leverage in-depth knowledge of SaaS architecture and cloud-based integrations to guide customers through configuration, optimization, and troubleshooting.
Key Responsibilities:

Utilize and manage customer support tools and platforms such as Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian StatusPage, JIRA, Confluence, and GetFeedback to track, prioritize, and communicate issues effectively.

Partner with Customer Success Managers to ensure customers receive a seamless and proactive support experience, driving adoption and satisfaction.

Create and maintain comprehensive technical documentation, FAQs, and support guides. Mentor junior support engineers and contribute to continuous team learning.

Lead incident response and root cause analysis for critical issues, providing clear communication to stakeholders and customers during outages or disruptions.

Provide expert technical support for telephony, dialer, and web conferencing platforms including Outreach, Dialpad, Genesys, 8x8 TalkDesk, 3CLogic, and Five9.

Required Qualifications:
  • 7+ years of progressive experience as a Technical Support Engineer within a B2B SaaS environment.
  • 5+ years in SaaS Customer Success, Support, or Services, demonstrating strong customer advocacy.
  • Proven working technical knowledge of SaaS applications, cloud integrations (AWS, Azure, GCP), and modern SaaS architecture.
  • Hands-on experience with customer support platforms such as Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian StatusPage, JIRA, Confluence, and feedback tools like GetFeedback.
  • Bachelors Degree in Computer Science, Information Technology, or a related fieldor equivalent professional experience.
  • Strong problem-solving skills with the ability to analyze complex technical issues and communicate solutions clearly.
  • Exceptional customer service orientation and ability to manage challenging situations calmly and professionally.

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