Senior Technical Support Specialist
1 week ago
About Leena AI
We are a leading SaaS company specializing in creating virtual assistants for enterprise organizations.
Job Summary
As a Product Support Engineer, you will be responsible for understanding our suite of products and assisting clients with technical issues related to system configuration, API integrations, and product usage.
Key Responsibilities
- Provide high-quality technical support to clients, addressing inquiries, troubleshooting, and resolving issues related to our virtual assistant products.
- Understand our products and their integration with client systems (HRMS, Active Directory, etc.), offering technical guidance and support during implementation and use.
- Use tools such as Postman to test and verify API calls, helping clients troubleshoot API integration issues.
- Identify, analyze, and troubleshoot system configuration problems on the client side.
- Collaborate with internal teams (engineering, product management) to escalate and resolve more complex issues.
- Assist in managing communications and expectations with both internal and external stakeholders.
- Help document and improve support processes, ensuring a smooth experience for clients.
- Provide feedback from clients to improve the product and services.
Requirements
- 2+ years of experience in a technical support or product support role, preferably within a SaaS or tech environment.
- Strong understanding of API integrations and ability to test API calls using Postman or similar tools.
- Basic knowledge of system configuration and common enterprise systems (e.g., HRMS, Active Directory).
- Excellent problem-solving skills with the ability to troubleshoot technical issues across a variety of environments.
- Strong communication skills, with the ability to explain technical issues to non-technical stakeholders.
- Experience with stakeholder management and issue escalation.
- Ability to work both independently and in a team.
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